Quality Assurance Officer

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This is an exciting opportunity to join a forward-thinking organisation powering 8 million customers across 3.9 million homes and businesses in the Northeast, Yorkshire and Northern Lincolnshire. Northern Powergrid is committed to creating a greener energy system, while delivering exceptional customer experiences and setting new standards within the energy sector.

As a passionate Quality Assurance Officer, you will be responsible for driving quality improvements consistently across our Regional teams, resulting in improved service delivery evidenced through our Broad Measure of Customer Satisfaction (BMCS) scores and a reduction in guaranteed standard failures. You will work closely with individuals across several teams to coach for delivery of outstanding customer service and the implementation of compliant processes, whilst identifying process efficiencies and improved ways of working for the services we provide. You will be required to travel across where the teams are located, including attending site visits as part of the coaching process.

We are searching for people who can assess, identify and drive quality within our Regional teams through coaching, for a consistent excellent customer experience on every customer request. Whilst based at one of our sites in the North East, Yorkshire or North Lincolnshire, regular travel across the entire operational footprint area will be required to support our teams.

In addition to a salary range between £35,546 - £41,059 and fantastic career prospects, there is a great benefits package including:

• Company transport provision
• Enrolment into our Pension Scheme with a generous company contribution
• Annual leave of 25 days, increasing with service + bank holiday entitlement

Key Responsibilities

• Supporting those involved in the end-to-end journey initially for connections services, enabling them to provide the best service possible for each customer and drive an improvement in our BMCS scores
• Develop process efficiency and consistent ways of working
• Provide coaching to ensure compliance with processes
• Undertake assessments of individuals in line with the established Quality Framework, including observations, scoring and coaching conversations
• Helping colleagues involved in the processes develop their skills and knowledge.
• Undertake root cause analysis reviews where process or customer journey shortfalls arise and implement action on the back of this to avoid repeat occurrences
• Work closely with team managers for implementation of action plans and performance improvements
• Work with the Regional Customer Service Managers to act on customer feedback
• Deliver 1-1 and group training to address themes, trends and embed learning from process non-compliance or process improvements
• Drive improvements in all measures, relating initially to Connections, including time to quote, time to connect and guaranteed standard compliance

Key Competencies

• Customer service – demonstrate what great customer service looks like and provide coaching for this to be applied across all roles involved in our end-to-end Connections services
• Effective communicator - able to adapt your communication style to your audience, in order to develop, influence and coach people for compliant ways of working
• Leadership – ability to identify areas of improvement on an individual and team level and create bespoke action plans to drive forward these improvements
• Team player – a strong team working ethic, who works well with others to deliver results and put the customer at the heart of what we do
• Strong organisational and time management skills – ability to prioritise, plan and direct your time to areas where most difference can be made
• Excellent relationship management, communication, team working and people management skills.

Qualifications & Experience

Essential qualifications

• A minimum of 2 A Levels (C or above) or NVQ Level 4 or HNC
• Good IT skills including use of Microsoft applications and other bespoke systems
• Full UK driving licence – Requirement to travel around the regional sites and customer sites.

Other beneficial attributes/experience

• Coaching / Continuous Improvement qualification / quality assurance experience
• A strong influencer with experience of embedding change management
• Understanding of the end-to-end connections processes and regulatory requirements.

In order to comply with our electricity distribution license, we have to ensure our colleagues are fit and proper to visit and enter our customers premises. Consequently, as this role may involve visiting and entering our customers premises, please be aware that the successful candidate will be subject to a basic Disclosure and Barring Service (DBS) check. Please confirm in our application if you are content for this check to be completed.

Applicants are considered on the basis of their suitability for the post irrespective of sex, marital status, sexual orientation, gender re-assignment, race, age or disability, in accordance with the Equality Act 2010.