Customer Quality & Escalations Supervisor

Location UK / Belfast

Job Type Permanent full-time

Salary £10000 - 20000

Updated 6 days ago

Reference 1432590

 Job Description

You will be required to evaluate contact centre interactions, record evaluations and provide detailed feedback directly to the operational team members, in order to drive improvements in the quality of service SSE Airtricity provide and to improve inefficiencies within our processes and behaviours.


Salary: £18,000 – £23,000 depending on skills and experience

Permanent | Full Time Hours | 37 hours per week

Our Role

The Customer Quality and Escalations Supervisor carries supervisory responsibilities which involves being a senior escalation point for the Customer Service Team. You will be required to investigate and handle customer dissatisfactions and maintain the relevant quality and complaints trackers of key tracking stats and provide regular reports into the KPI tracker. You will be required to evaluate contact centre interactions, record evaluations and provide detailed feedback directly to the operational team members, in order to drive improvements in the quality of service SSE Airtricity provide and to improve inefficiencies within our processes and behaviours. Your participation in calibration sessions with other quality evaluators is crucial to ensuring a consistent approach to monitoring across all areas of the home energy team.

You will create an environment for continuous improvement through the identification of inefficient or flawed processes and engage with the relevant heads/continuous improvement team in order to change and improve. You will build and maintain strong interdepartmental relationships which includes collaboration with the training team to ensure effective knowledge development of staff and you will complete other supervisory duties and responsibilities supporting the growth of the business as agreed with the Customer Service Manager. The role may require you on occasions to support call handling activity within the contact centre to ensure a high quality service is maintained and service levels are met within the Customer Service Operation.

Your Skills and Experience

-Organised, eye for detail, customer and quality-focused and passionate about delivering service excellence at all times

-Interest in compliance and process adherence as well as call centre metrics

-Passion for learning and developing yourself and an interest in developing a career in a customer leadership capacity

-Ability to take ownership of difficult customer interactions and work effectively within teams and with other functions to ensure a substantive resolution of the customer in a timely manner

-Ability to motivate staff, influence behaviours and drive a positive working environment

-Strong understanding of effective call handling techniques and call handling standards to support first call resolution

-MS Office Experience essential

-Good team player & positive attitude with problem solving ability

-Ability to demonstrate strong planning and organisational skills together with the ability to use own initiative

-Adaptable to changing priorities and the pressures of deadlines

-Excellent analytical and reconciliation skills essential

-Excellent communication skills essential (verbal and written)

-Significant years experience in a customer focused environment

Our Company

SSE is Ireland’s second largest energy utility and the leading developer and investor in cleaner energy infrastructure. SSE owns and operates over 2,000MW of generation capacity on the island of Ireland, of which 718MW is from renewable sources. Sitting within our Wholesale business, SSE Airtricity supplies greener electricity, natural gas and essential services to over 770,000 homes and businesses. Since 2008, SSE has directly invested over £2bn in growing its Ireland energy business including investment in large-scale, cleaner energy infrastructure. As a result of that investment SSE has contributed over €5bn to Irish Gross Domestic Product (GDP) since 2010, demonstrating the scale of economic activity that SSE’s operations support across Ireland.

SSE Ireland has been certified by Business in the Community Ireland to the Business Working Responsibly Mark, the gold standard for Corporate Social Responsibility (CSR) and Sustainability in Ireland. The Mark is presented to companies that represent best-in-class leadership, policies, practices, performance, and impact in CSR and Sustainability including employee engagement, innovation, environmental practices, supply chain management and engagement with the local community.

Our Benefits

We employ 1,000 individuals doing everything from helping customers with their bills to the creation of clean, green renewable energy. Our people are important to us and we go to great lengths to extend the values of our award winning customer service to our employees to ensure that as part of our diverse workforce, you have the flexibility and opportunity to develop to your fullest potential.

In addition to a competitive salary, you’ll automatically be enrolled in into our Group Pension Plan and have the opportunity to join our Share plans. You’ll enjoy a generous annual leave entitlement, with the option to buy up to 10 extra days and will also be eligible for a host of other lifestyle benefits. Each employee is also entitled to one day paid volunteering, allowing you to dedicate your time, skills and expertise to your local community or a charitable cause as part of our “Be the Difference” scheme.

Next Steps

Just click the Apply button to submit your application, it doesn’t take long.

Closing date for applications is: 20 August 2019

For more information about this role, or to discuss any adjustments you require to submit your application please get in touch via sse.

This vacancy is open to internal and external candidates. If you’re internal, please notify your line manager before you submit your application. If you’re successful, we’ll conduct some pre-employment checks.

To apply for this position please click here