Job Title: Customer Services Training and Quality Manager – Maternity Cover
Location: Hybrid Home-working and Central London, UK
Fixed term contract role: 9 to 12 months
Salary: £38,000 to £42,000 pro rata
About the Company
A privately owned, entrepreneurial company based in Central London is seeking an exceptional individual to join their team. Established in 1999, this company has been an internet pioneer, operating a vibrant marketplace for community-based local services in the UK and international markets. Their core brand offers a global classified ads platform enabling users to buy and sell a range of items/services such as properties, cars, events, dating, and much more, all in their local area through a simple and sociable shopping experience. Operating in 16 markets worldwide and generating 15 million users a month, they have ambitious plans for further growth.
About the role:
They are looking for an exceptional Training and Quality Manager to support the growth and development of their International Customer Service Team for a maternity cover period of 9-12 months. This role focuses on the Customer Service department and processes, with potential involvement in cross-departmental training to ensure all customer contacts align with their values and brand promise: delivering the best customer experience.
Responsibilities:
- Manage and update knowledge management systems in line with quality standards, protocols, product, and process changes.
- Document and provide guidance on new and existing processes and standards within the Customer Service department.
- Create and deliver training materials for all global markets, ensuring materials are recorded and accessible.
- Develop analytical reports linking quality performance with customer satisfaction, complementing regular reporting and sharing insights with relevant managers.
- Collaborate across departments for projects and training initiatives.
- Execute the Quality Framework alongside the Quality Coach, ensuring quality results meet expectations.
- Lead, support, guide, and develop the Quality Coach reporting to you.
Specific Duties:
- Execute quality assurance plans with the Quality Coach, including identifying control points, preventive measures, monitoring procedures, corrective actions, and verification procedures.
- Conduct regular ticket reviews to identify knowledge gaps and recommend appropriate retraining.
- Produce interactive, engaging, and consistent training programs tailored to different markets and learners.
- Ensure the team is informed of any product developments, business campaigns, and process updates, and understand their impact on work.
- Assess the impact of training programs and continuously improve content delivery, maintaining and updating training records.
- Offer regular quality and learning feedback to Team Leaders, supervisors, and agents.
- Support the collection, analysis, and summary of information and trends for quality evaluation and coaching, presenting findings with improvement suggestions.
Who you are:
- Passionate about Quality and Customer Service.
- Comfortable with adult content.
- Able to strategize and get involved.
- Confident in their beliefs and expertise, influencing others positively and driving improved performance.
- A self-starter with strong prioritization, management, and organizational skills.
- Data-driven decision-maker, considering both business and customer benefits.
- Thrives in a fast-paced work environment.
- Collaborative and able to delegate to achieve goals.
- Results-driven, yet light-hearted and fun.
- Positive outlook in every situation.
- Enthusiastic team player with a strong sense of ownership.
- Empathetic and patient, passionate about helping others succeed.
Key Skills and Experience:
- Demonstrable experience in a similar role, ideally in a digital business.
- Previous experience delivering training or coaching, from junior team to Train the Trainer programs.
- Fluent in English. Additional fluency in French, Portuguese, Italian, or Spanish is helpful but not essential.
- Excellent literacy and communication skills.
- Strong planning and organisational abilities.
- Experience developing people and leading a team.
- Effective interpersonal and presentation skills.
- Creative approach to training and a desire to make learning interactive.
- Experience with Microsoft Office or the Google suite is advantageous.
- Experience with learning management systems setup and usage is advantageous.
If you know someone who is a creative, solution-oriented individual ready to take on significant projects and responsibilities within a supportive and talented team, this role is for them.
Please see below for amazing benefits :
Fantastic Annual Leave entitlement
Healthcare Cash Plan
Employee Assistance Program
Discounted Gym membership
Life/Critical Illness/Dental insurance
Access to various retailer discounts
Cycle to Work Scheme
Company pension
Free tea & barista coffee
Early Summer Fridays
Excellent facilities including fitness classes, workshops and social events
Longevity bonus
Attractive parental leave
Referral bonus
Hybrid working model (work from both the office and home)