Quality Specialist

2

Yorkshire and the Humber

Rotherham , Sheffield

Templeborough, Quadrant Two

Staff Grade 3

Permanent

Full Time

Contact Centre

£25,042

An exciting permanent opportunity has arisen to join the Quality Team in Contact Centre services.
As a Quality Specialist you will be joining a friendly, diverse team working together to create better places for people and wildlife. Working as part of a team, you will be responsible for coaching and supporting our customer service advisors to ensure they deliver a customer focused service to our customers and partners. Supporting and evaluating development needs is an important part of the role. But, being able to see the bigger picture and help us to equip our people with the skills and knowledge they need for the future is even more significant. The role includes call monitoring and delivering one to one feedback as well as providing support to our advisor population when required.

Did we mention that we are a friendly team? We aim to be as inclusive as possible and you will have the opportunity to join our many staff support groups – these include the BAME Network, Women’s Network and LGBT+ Network. We have been a Stonewall Top 100 employer for thirteen consecutive years.

You’ll be an excellent communicator with the skill of understanding the needs of different customer groups (internally and externally). You’ll have previous Coaching experience (or similar transferable skills) with the ability to engage groups and individuals to deliver feedback to a range of audiences.

Experience of the coaching cycle is an advantage, but you’ll have a chance to learn in the role. You’ll have, or the aptitude to become, effective in planning for advisors whose availability focuses around customer demand. You will be well organised, able to manage yourself and your own work effectively, prioritising and working under your own initiative.

First you need to answer three capability questions. It is important that you read the questions carefully, and use the indicators as a guide when providing your answers.

As a member of our Quality team you would be expected to work across both sites.

Please let us know what kind of working pattern you’re interested in be that full time, part time or job share.

If you need to know more, please email ccsrecruitment@environment-agency.gov.uk with your questions or leave a contact telephone number and we will call you back.