Contact centre training and quality manager Work, Jobs in Andover, Ham (with Salaries)

Contact Centre Training and Quality Manager
Fexco Property Services —Salisbury
- Full-time
- Hybrid work
- Customer service
- Data analysis skills
- Project management
Quick apply
Assistant Project Manager
Five Rivers Environmental Contracting Ltd —Warminster
- £28,000 - £34,500 a year
- Full-time
- Hybrid work
- Organisational skills
- Annual leave
Quick apply
Quality and Ops Lead - Respite
Southampton City Council —Southampton
- £41,771 - £46,141 a year
- Full-time
- Team management
- Organisational skills
- Leadership
- Employee assistance programme
- Employee discount
3d
Business Support Officer
UK Health Security Agency —Porton Down
- £28,547 - £33,196 a year
- Part-time
- Microsoft Outlook
- Administrative experience
- Presentation skills
12d
Operations and Test Manager
Corporate LinX —Andover
- Management
- Work from home
Customer Service & Experience Team Leader
Fexco Property Services —Salisbury
- Full-time
- Analysis skills
- Continuous improvement
- Organisational skills
Quick apply
Minor New Works Support Officer
CBRE —Salisbury
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Research
Curriculum Manager - Construction
Newbury College —Newbury
- Full-time
- Management
- Construction experience
- Café
- Free parking
- Employee discount
10d
Medical Laboratory Assistant
UK Health Security Agency —Salisbury
- £25,651 - £27,220 a year
- Part-time
- Hybrid work
- Inventory control
- Laboratory experience
- Presentation skills
10d
Trust Waste Manager
Hampshire Hospitals NHS Foundation Trust —Basingstoke
- £49,387 - £56,515 a year
- Full-time
- Travel
6d
Document Controller
UK Health Security Agency —Porton
- £33,422 - £40,731 a year
- Full-time
- Presentation skills
- No degree
- Business
Water Team Senior Project Manager
Royal Society of Wildlife Trusts —Devizes
- £35,000 - £38,000 a year
- Full-time
- Annual leave
- Employee assistance programme
Senior Learning & Development Manager - Global Distribution & Packaging
CooperVision —Southampton
- Full-time
- Analysis skills
- Bachelor's degree
- Travel
Employment Adviser - Southampton
Palladium Group, Inc. —Southampton
- £27,976 - £29,000 a year
- Travel
- Organisational skills
- Communication skills
Order to Cash (OTC) Analyst
Serco Group —Hook
- £45,000 a year
- Full-time
- Hybrid work
- Analysis skills
- Continuous improvement
- Annual leave
- Employee assistance programme
Patient Administrator
University Hospital Southampton NHS Foundation Trust —Southampton
- £25,760 - £27,476 a year
- Full-time
- Microsoft Office
- Front desk
- Communication skills
Medical Centre Cleaner / Cleaning Supervisor
RAPID CLEAN —Southampton
- £13.50 an hour
- Part-time
- In-person
- Hospital experience
Quick apply
Planning Technician
Basingstoke and Deane Borough Council —Basingstoke
- £32,727 - £33,933 a year
- Full-time
- Hybrid work
- Communication skills
- Annual leave
- Employee assistance programme
13d
Pathology Subject Matter Expert
Hampshire Hospitals NHS Foundation Trust —Basingstoke
- Full-time
4d
Operational Support Grade - HMP Winchester (Prison Support Role)
Ministry of Justice —Winchester
- £30,001 - £40,000 a year
- Part-time
- Hybrid work
- English
- Presentation skills
- Annual leave
- Employee assistance programme
13d

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contact centre training and quality manager jobs near andover, ham

Contact Centre Training and Quality Manager

Fexco Property Services
Salisbury

Quick apply

Job details

Full-time

Qualifications

Facilitation
Customer service
Stakeholder liaison
Coaching
Data analysis skills
Change management
Project management
Quality assurance
Stakeholder coordination
Continuous improvement
Continuous improvement cycles oversight
Staff training
Organisational skills
Change leadership
Management reporting
LMS
Training & development
Cross-functional collaboration
Quality management system (QMS) implementation
Learning and development experience
Communication skills
Internal quality assurance
Cross-functional communication
Stakeholder management

Full job description

Job Advert

Job Title: Contact Centre Training and Quality Manager

Location: Salisbury / Hybrid

Company: Fexco Property Services

Type of Employment: Full Time, Permanent

About this Role:

The Customer Service & Experience Training and Quality Manager is responsible for developing and leading the functions training, coaching and quality assurance framework to ensure the delivery of outstanding and consistent customer experiences across all customer contact channels. The role will drive excellence by designing and implementing effective learning programmes, quality monitoring processes and performance improvement initiatives that support colleagues to consistently meet customer expectations, regulatory requirements and organisational standards. Working closely with operational leaders this role will use insight, quality outcomes and customer feedback to identify development needs, improve performance and foster a culture of continuous learning and improvement .

Main Duties and Objectives:

Design, implement, and maintain a comprehensive onboarding and continuous training programme for contact centre advisors
Develop property management specific training modules (e.g., tenancy queries, maintenance issues, compliance obligations, landlord/tenant communication
Deliver engaging training sessions across multiple channels (classroom, virtual, e-learning)
Conduct training needs analyses and create development plans aligned with business priorities
Support team leaders with coaching frameworks to reinforce training across the team
Design and manage a robust quality assurance (QA) framework for all customer interactions (calls, emails, webchat)
Define quality standards aligned with regulatory requirements, company policies, and service expectations
Conduct regular quality audits and ensure consistent calibration across leadership teams.
Provide structured feedback and reporting to drive performance improvement.
Ensure adherence to relevant property management regulations and customer service compliance standards.
Use data insights to identify trends, knowledge gaps, and performance issues.
Partner with operational leaders to implement targeted improvement plans.
Develop and track KPIs relating to training effectiveness and quality outcomes.
Lead initiatives to improve customer satisfaction (CSAT), first contact resolution, and service quality.
Work closely with Operations, HR, Compliance, and Property Management teams to align training and QA strategies.
Support change initiatives, including system updates, process changes, and new service implementations.

Essential Skills:

Proven experience in a Training and/or Quality role within a contact centre environment.
Strong understanding of QA frameworks, coaching techniques, and learning design.
Excellent communication, facilitation, and stakeholder management skills.
Analytical mindset with the ability to interpret data and drive actionable insights.
Experience working with contact centre technologies and performance tools.
Customer first mindset

Attention to detail and quality standards
Strong organisational and project management skills
Ability to influence and drive change
Problem-solving and continuous improvement orientation

Desirable Skills:

Knowledge of UK property regulations (e.g., tenancy law, maintenance responsibilities).
Experience implementing or managing learning management systems (LMS).
Experience leading small teams or influencing cross-functional stakeholders.

Success Measures:

Improvement in QA scores across all channels
Increased advisor competency and reduced onboarding time
Positive trends in customer satisfaction (CSAT/NPS)
Reduced complaints and compliance breaches
Measurable impact of training on operational KPIs

Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.

BACK TO ALL VACANCIES

Work Location: In person

Quick apply

Refine Your Search

contact centre training and quality manager jobs in andover, ham

Contact Centre Training and Quality Manager

Assistant Project Manager

Quality and Ops Lead - Respite

Business Support Officer

Operations and Test Manager

Customer Service & Experience Team Leader

Minor New Works Support Officer

Curriculum Manager - Construction

Medical Laboratory Assistant

Trust Waste Manager

Document Controller

Water Team Senior Project Manager

Senior Learning & Development Manager - Global Distribution & Packaging

Employment Adviser - Southampton

Order to Cash (OTC) Analyst

Patient Administrator

Medical Centre Cleaner / Cleaning Supervisor

Planning Technician

Pathology Subject Matter Expert

Operational Support Grade - HMP Winchester (Prison Support Role)

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