As Enablement & Quality Excellence Manager, you will lead colleague development, maintain consistently high service quality, and ensure effective complaint recovery. You will play a key role in delivering a world-class customer experience while preserving global consistency across all markets.
Key Responsibilities
- Design, deliver, and continuously improve training and learning & development programmes (including onboarding and ongoing technical/soft skills training).
- Own the internal knowledge base: create, curate, and optimise content to ensure global consistency and support both ambassadors and self-service.
- Lead quality assurance processes, including ticket/chat audits, scorecards, calibration sessions, and coaching, maintaining uniform standards worldwide.
- Oversee complaint management: ensure timely resolution, root-cause analysis, and effective customer recovery in line with our world-class customer experience commitments.
- Own the global online review strategy: drive review requests after positive interactions, respond thoughtfully to reviews, and implement initiatives to improve ratings on all platforms.
- Drive colleague engagement, wellbeing initiatives, recognition programmes, and internal feedback to support retention and morale.
- Conduct regular one-to-ones, performance reviews, and career development conversations with direct reports, with a focus on quality and skill growth.
- Collaborate with the other excellence managers to turn insights into training and process improvements that uphold global consistency.
Skills and Experience
- 5+ years in customer or technical support roles, with at least 2 years focused on training, knowledge management, or quality assurance.
- Proven experience in complaint handling and driving quality improvements.
- Experience managing or influencing online reviews and customer feedback programmes desirable.
- Strong coaching and people-management skills; prior line-management experience essential.
- Excellent written and verbal communication, with the ability to create clear, colleague-friendly content.
- Data-driven approach with experience measuring training and quality outcomes.
- Commitment to delivering a world-class customer experience and maintaining global consistency.
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: £30,000.00-£34,000.00 per year
Work Location: Hybrid remote in Caerphilly
