Are you ready to be part of something new and exciting? We're transforming the landscape of housing associations with innovative approaches and setting new standards of excellence. We're looking for a dynamic individual to bring their expertise and help us elevate our services to new heights. This is a 12 month fixed term contract. As our Quality Assurance Officer, you will: Harness cutting-edge tools and resources to deliver independent quality assurance, ensuring our customer service directorate consistently provides top-tier experiences. Develop and implement a comprehensive performance and management framework. Lead impactful coaching programs and become a trusted advisor to our operational customer service team. Directly contribute to enhancing the customer experience and boosting satisfaction. Embrace the Future of Work: With our hybrid working model, you'll enjoy the perfect blend of office and home-based work. Spend 2 days a week in our vibrant office and the rest from the comfort of your home. During your probation and training, we may ask for more in-office presence to ensure you're fully supported and equipped for success. Your well-being and confidence are our top priorities, and we're dedicated to providing the flexibility you need to excel. Prefer more office time? That's fine too This role can be based out of out Leicester, Surrey or our satellite offices. Your Exciting Responsibilities: Deliver exceptional, consistent customer service to both internal and external stakeholders. Collaborate with managers to craft specialised training frameworks tailored to specific roles. Independently monitor and advise customer service teams, ensuring quality and consistency. Review calls, emails, social media interactions, and web chats to evaluate and improve performance. Analyse customer feedback to identify trends and recommend improvements. Utilise response quality data as a performance management tool to train and enhance team interactions. Provide constructive feedback to foster colleague development and customer experience improvements Design and deliver comprehensive training programs for new starters and beyond. Identify and implement process improvements to streamline operations and boost customer service. Evaluate and optimise our service offerings to meet customer needs. Work closely with managers and customers to map and enhance the customer journey, aligning with expectations. Our Ideal Candidate: A master at leveraging IT systems to manage customer cases seamlessly. Possesses unmatched attention to detail. Excels in written and verbal communication. Has deep expertise and thrives in a customer-centric environment. Proven experience in a Quality Assurance role, preferably in a contact centre, bank or similar environment. Passionate about administration and delivering exceptional customer experiences. Proven track record in developing staff and driving impactful results. AGENCIES: We know where you are if we need your support so please do not contact us. To apply for this role please click on the apply button or for any enquiries please email recruitmentpahousing.co.uk