Customer experience training and quality manager Work, Jobs in Hampshire (with Salaries)

Customer Experience Training and Quality Manager
Fexco Property Services —Salisbury
- Full-time
- Hybrid work
- Customer service
- Maintenance
- Project management
Quick apply
Resident Experience Associate
CompassRock International —Southampton
- £27,000 - £30,000 a year
- Weekend availability
- Microsoft Outlook
- Customer service
- Computer literacy
- Annual leave
- Sick pay
Quick apply
Shop volunteer – Salisbury (20 Catherine Street)
Cancer Research UK (Volunteer) —Salisbury
Recruitment Coordinator
University Hospital Southampton NHS Foundation Trust —Southampton
- £28,392 - £31,157 a year
- Full-time
- Remote
- Microsoft Excel
- Microsoft Office
- Human resources
- Annual leave
- Employee discount
6d
Admissions and Enrolment Manager
City of Portsmouth College —Portsmouth
- £41,758.55 - £44,298.68 a year
- Full-time
- Management
- English
- Microsoft Office
- Free parking
- Annual leave
Quick apply
14d
Customer Care Contract Specialist
Prysmian Group —Bishopstoke
- Full-time
- Microsoft Excel
- Customer service
- English
7d
Practice Manager - Full time
The Smiles Studio - Chandlers Ford —Eastleigh
- £28,000 - £32,000 a year
- Full-time
- Hospitality
- Microsoft Outlook
- Management
- Free parking
- Employee discount
Quick apply
Senior Event Manager
Marston Events —Andover
- From £37,000 a year
- Weekend availability
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Employee assistance programme
Quick apply
14d
Deputy Helpdesk Manager
KBS Maritime Ltd —Portsmouth
- £30,000 - £34,000 a year
- Full-time
- Microsoft Excel
- Management
- Customer service
- Free parking
- Employee discount
Office Manager / Senior Administrator
ClearWater Sensors Ltd. —Southampton
- £30,000 - £40,000 a year
- Full-time
- Microsoft Word
- CRM software
- Microsoft Office
- Free parking
- Annual leave
Quick apply
1d
Learning & Development Care Coordinator
Aster Group —Andover
- £28,447 a year
- Full-time
- Hybrid work
- Maintenance
- Microsoft Office
- Work from home
- Employee assistance programme
4d
Technical Training Advisor
Maritime and Coastguard Agency —Southampton
- £30,485 a year
- Part-time
- Hybrid work
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
- Annual leave
- Employee assistance programme
14d
Event Manager
Marston Events —Andover
- From £28,000 a year
- Weekend availability
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Employee assistance programme
Quick apply
14d
Project Manager - Supply Chain
Domo Tactical Communications —Whiteley
- PMP
- Project management
- Contracts
- Annual leave
- Employee assistance programme
Customer Operational Delivery Manager
Once For All UK —Basingstoke
- £55,000 - £60,000 a year
- Management
- Customer service
- Communication skills
- Employee assistance programme
Quick apply
Strategic Account Manager
TÜV SÜD —Fareham
- Full-time
- Microsoft Outlook
- Sales
- English
- Employee assistance programme
Senior Learning & Development Manager
UL Solutions —Basingstoke
- Hybrid work
- Master's degree
- Bachelor's degree
- Human resources
- Annual leave
Fuel Tank Driver – Full-Time | Competitive Salary
Power Electrics —Eastleigh
- Full-time
- Continuous improvement
- Referral programme
Administrative Officer
Hampshire County Council —Winchester
- £27,780 - £30,564 a year
- Hybrid work
- Customer service
- Microsoft Office
- Administrative experience
- Annual leave
1d
Canvassing Team Manager – Milk & More- Residential
Milk & More —Portsmouth
- £27,369 a year
- Full-time
- Remote
- Sales
- Salesforce
- Communication skills
- Annual leave
- Employee discount
Quick apply
13d

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Customer Experience Training and Quality Manager

Fexco Property Services
Salisbury

Quick apply

Job details

Full-time

Qualifications

Customer service
Maintenance
Project management
Continuous improvement
Organisational skills
LMS
Communication skills

Full job description

Job Advert

Job Title: Customer Experience Training & 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

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Refine Your Search

customer experience training and quality manager jobs in hampshire

Customer Experience Training and Quality Manager

Resident Experience Associate

Shop volunteer – Salisbury (20 Catherine Street)

Recruitment Coordinator

Admissions and Enrolment Manager

Customer Care Contract Specialist

Practice Manager - Full time

Senior Event Manager

Deputy Helpdesk Manager

Office Manager / Senior Administrator

Learning & Development Care Coordinator

Technical Training Advisor

Event Manager

Project Manager - Supply Chain

Customer Operational Delivery Manager

Strategic Account Manager

Senior Learning & Development Manager

Fuel Tank Driver – Full-Time | Competitive Salary

Administrative Officer

Canvassing Team Manager – Milk & More- Residential

I want to receive the latest job alerts for customer experience training and quality manager in hampshire

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