Do you have a talent for coaching and developing people to achieve the best outcomes?

Can you communicate confidently and effectively to a varied audience?

If so, we’d love to hear from you!

As a Quality Improvement Coach, you will be responsible for the development, deployment and adherence of the Customer Service Centre (CSC) Quality Model, including production of the quality monitoring and measuring tools. You will monitor quality, process and customer experience compliance across all channels (emails, calls, chat and social media). Leading levelling/calibration sessions and providing quality coaching and mentoring to Customer Service Centre Team Leaders.

The successful candidate will ensure that quality and customer satisfaction data is used to identify potential training issues, individual and team areas for improvement and reference material updates. Contributing to embedding continuous improvement practices across the CSC network.

Using data gathered, provide feedback and suggestions to the CSC for service improvements. This will ensure we are improving the customer experience with a view to providing first contact resolution.

Responsibilities include, but are not limited to;

• Develop, build and deploy a Customer Service Centre Quality Model, which meets the requirements of the centre and network.
• Production & deployment of performance/quality monitoring & measuring tools, providing support and coaching to all managers.
• Conduct Quality Monitoring sessions with Team Leaders monthly to ensure consistency of approach and deployment of quality monitoring, including use of quality evaluation forms and scoring matrix.
• Conduct and lead levelling/calibration sessions for all managers to ensure a consistent quality improvement approach and drive best practice behaviours within the centres, across all channels.

For more information about the role and responsibilities please see the attached Candidate Pack.

We are looking for a motivated individual who has an excellent understanding and knowledge of Customer Service Quality Models and the best practices which underpin them. You are passionate about coaching and developing others, to achieve the best results.

You can demonstrate experience in a quality role, within a modern multichannel Customer Service Centre environment, handling telephone, email, post and web traffic to cover a range of transactions from simple enquiries to highly complex legislative requirements.

You have exceptional communication skills and can present information and explain changes to your audience effectively, tailoring your approach and checking understanding. You take pride in your work and pay close attention to detail, understanding how the finer points make a difference the wider picture. You have proven organisational and planning abilities, alongside effective problem solving and decision-making skills.

You are confident when being challenged and respond in a professional manner, ensuring the information you provide is accurate and relevant. You are numerate and analytically confident and can easily provide solutions and recommendations to others.

Your enthusiastic and ‘can do’ attitude means you are pro-active and always striving for continuous improvement and positive results.

Additional Information

This role can be based in Newcastle or Swansea, your presence at one of these locations will form part of the working arrangements agreed with you. We operate a hybrid working model giving you greater flexibility about where and when you work. Our expectation is that you will spend a minimum 60% of your time at your base location. Visits to other DVSA sites or work locations count towards this.

It will be necessary to travel throughout Great Britain, including occasional nights away from home. You will be expected to visit sites at Newcastle or Swansea.