Training And Quality Analyst

Could you be the person to help us build our future success?

Who we are?

We are a full-fibre broadband provider with £250m of investment. We are rolling out a 10Gbps FTTP networks and have a plan to cover a total of 1,000,000 premises bringing truly exceptional connectivity services to homes and business in the South of England. We want to improve lifestyles and enhance communities by instantly connecting people and businesses beyond today’s broadband.

Who are you?

We are looking for forward thinking, enthusiastic individuals to join our team. You will be keen to learn, adaptable and excited to be part of our fast-growing organisation.

What we offer:

Annual Salary

Annual Bonus

Long Term Incentive Scheme

25 day paid holiday

Pension

Private Medical Insurance

Life Assurance

Cycle to work scheme

Health Screening

The Role:

To provide a customer-focused training & quality function to our Customers Care team, whilst contributing to the development of an award-winning support facility within a growing and forward-thinking Full-Fibre Internet Service Provider.

We’re looking for a Training & Quality Analyst who can work autonomously and exercise excellent judgement at all times. You’ll be someone who knows your way around different means of contact including telephone, email, chat, or even in person, and can also respond to these quickly and enthusiastically, because you enjoy doing it!

On a day-to-day basis, you will deliver our industry-leading Customer Care experience, ensuring that customers facing a variety of situations are all treated with the same high level of service and understanding. We have excellent products that we, and our customers, are incredibly excited about.

We’re looking for a curious investigator, technical problem solver, and good listener that is comfortable using a variety of technologies to resolve customer questions and assist the wider team..

Responsibilities:

• To deliver all required training of the highest possible standard to the Customer Care team and new joiners;
• Establishing strong working relationships with key internal and external stakeholders to achieve positive results;
• Establishing effective reporting/monitoring to ensure all contact is of the expected standard and feedback provided where necessary;
• Ensuring a Customer Care ethos is at the heart of all customer interactions;
• Developing and supporting strategies, working procedures and staff training modules in order to achieve great CSAT/NPS results and satisfied customers;
• Identify coaching needs within the team and design training aimed at addressing these needs;
• You will be asked to assist with customer contact at least 1 day each week to have a good understanding of queries coming into the team.
• All other duties as required
  

Skills Required:

Essential:

• A customer focused approach;
• Strong written and verbal communication skill;
• Demonstrates a high level of ownership and accountability;
• Ability to work to tight deadlines and stretched targets;
• Minimum of an FTTC connection with internet speeds of 20Mbps download and 5Mbps upload;
• Call centre training experience preferred;
• Experience in training/coaching customer service and support roles;
• Able to write and develop training courses

Desirable:

• Previous Salesforce experience;
• Experience in the Telecommunications sector
• A good understanding of the role of the Ombudsman Service and OFCOM requirements.
• Experience in identifying knowledge gaps within in teams and deliver adhoc training to improve service;