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
