Training and Quality Manager
At Affinity Water, our people really matter. Training and development are not optional extras; they are key parts of our business that will support us achieving excellent results for our customers through a highly skilled and motivated workforce.
We recognise that having engaged people will drive excellent values and pass on a great experience to our customers - our teams will have a great day at work. The Affinity Way, our internal commitment to how we work with each other and our communities, clearly champions the pride we take in our delivery and performance, something that should sit at the heart of your own work ethic.
Having an infectious energy and creativity, bound together with a love of training, is something that will be second nature to you within this role. You will have an eye for detail ensuring that a structured framework is in place for monitoring quality of the customer service that is provided. You'll then ensure a feedback loop between the two teams to ensure continued focus and improvement is delivered
You will be responsible for the smooth transition of new entrants into our business across customer-facing teams as well as continually looking to improve skills and competencies of new and existing team members across the department whether they are frontline contact centre staff, first line managers, or support services. Continuous improvement is something that is highly valued at Affinity Water.
Your team will evaluate and provide direction through a qualitative lens to the wider management team, working with Team Leaders or Heads of Service to ensure that the coaching and feedback loop is embedded for a continuous improvement ethos. Feeling responsible for how well we perform in our key metrics will motivate you to drive quality performance (reporting & root cause analysis) ensuring that our customer delivery is effective, right first time and compliant.
This role can be based from Hatfield or Folkestone and will involve travel between the 2 sites.
This job was originally posted as www.jobsite.co.uk/job/959473276