Enablement & quality lead Work, Jobs in Port Talbot, Ntl (with Salaries)

Enablement & Quality Lead
Nextbase —Caerphilly
- £27,000 - £28,000 a year
- Full-time
- Hybrid work
- Mentoring
- Training & development
- Communication skills
- Annual leave
- Employee assistance programme
Quick apply
1d
ITSM Practice Manager
Driver and Vehicle Licensing Agency —Swansea
- £44,241 a year
- Part-time
- Hybrid work
- Presentation skills
- Continuous improvement
- Travel
- Free parking
- Annual leave
12d
Head of HSE Technical Services
Wilmington plc —Cardiff
- Full-time
- Hybrid work
- Management
- Mentoring
- Leadership
- Annual leave
- Employee discount

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ITSM Practice Manager
Driver and Vehicle Licensing Agency —Swansea
Working closely with colleagues, stakeholders, and suppliers, you will define and drive performance against Operational Level Agreements (OLAs), helping to…
£44,241 a year
12d

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enablement & quality lead jobs near port talbot, ntl

Enablement & Quality Lead

Nextbase -
Caerphilly

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Job details

Permanent | Full-time
£27,000 - £28,000 a year
1 day ago

Benefits

Annual leave
Company pension
Employee assistance programme
Private medical insurance

Qualifications

Live chat
Content quality assurance review
Customer service call handling
Inbound customer enquiry call handling
Mentoring junior staff
Ticket management
Complaint handling
Quality assurance
Content creation
Staff training
Mentoring
Professional development mentoring
Customer interaction
Training & development
Root cause analysis
Business coaching
Communication skills
Internal quality assurance

Full job description

As Enablement & Quality Lead, you will spend the majority of your time actively servicing customers across all channels, while supporting the Enablement & Quality Excellence Manager by mentoring Customer Ambassadors, upholding quality standards, contributing to knowledge content and assisting with complaint recovery — helping deliver a world-class customer experience and global consistency across all markets.

Key Responsibilities

Customer servicing (primary ~80% of role): Handle live customer interactions across tickets, chat and calls, resolving queries with high quality and empathy, particularly complex or quality-sensitive cases
Mentor Level 1 and Level 2 Customer Ambassadors on quality standards, empathy, and soft skills during live shifts
Conduct peer QA audits, provide constructive feedback and support calibration sessions
Author, review and improve knowledge base articles and self-service content to boost deflection
Assist with complaint handling: support root-cause analysis and customer recovery on escalated cases
Lead small training huddles, onboarding support and shift debriefs
Act as the first escalation point for quality-related issues during your shift
Contribute to team-wide goals on CSAT, deflection and waste reduction through quality coaching and content

Skills and Experience

Essential

Proven high performance: ≥93% CSAT, ≥80% FCR, strong QA audit scores
Demonstrated mentoring and coaching ability (e.g., positive peer feedback)
Strong written communication and ability to create clear knowledge content
Commitment to global consistency and a world-class customer experience

Desirable

2+ years as a Customer Ambassador (or equivalent experience)
Experience with online review processes or customer feedback loops
Comfortable delivering short training sessions or huddles

Key Competencies

Coaching & feedback
Attention to detail & quality focus
Empathy and customer advocacy
Collaboration and knowledge sharing

Beneifts

Salary Sacrifice Schemes
Family Private Medical Insurance (Medical History Disregarded) and Medicash Health Cash Plan
Employee Assistance Program
Life Assurance
Company Pension
Charity Days
25 Days Annual Leave, Plus Bank Holidays
Birthday Leave

Pay: £27,000.00-£28,000.00 per year

Work Location: Hybrid remote in Caerphilly

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Enablement & Quality Lead

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