Contact centre team leader Work, Jobs in Lancaster, Lan (with Salaries)

Contact Centre Quality Assessor
ENWL —Preston
- £37,670.52 - £44,188.56 a year
- Annual leave
- Employee assistance programme
4d
Operations Coordinator
TRADEBE —Heysham
- Organisational skills
- Communication skills
- Time management
- Employee discount
8d
Tour Coordinator
OME for NST Travel Group —Blackpool
- Up to £26,694 a year
- Full-time
- Hospitality
- Customer service
- Organisational skills
- Annual leave
- Employee assistance programme
Quick apply
Trainee Property Manager
LRG —Preston
- Up to £28,000 a year
- Monday to Friday
- Organisational skills
- Communication skills
- Time management
- Employee discount
Quick apply
Curriculum Leader - Engineering and Motor Vehicle
FURNESS COLLEGE —Barrow-In-Furness
- Up to £47,408 a year
- Full-time
- In-person
- Leadership
- Free parking
- Relocation assistance
Quick apply
3d
Director of Worcestershire Regulatory Services
Bromsgrove District Council —Wyre
- £107,269 - £111,116 a year
- Call to connect
- Leadership
- Communication skills
- Employee assistance programme
- Employee discount
7d
Grounds Maintenance Team Leader
Great Oaks Tree Services —Preston
- £27,500 - £33,000 a year
- Full-time
- Maintenance
- IT
- In-person
- Free parking
- Referral programme
Quick apply
7d
Nature Finance Lead
Lake District National Park —Kendal
- £39,905 - £45,814 a year
- Full-time
- Communication skills
- Negotiation
- Free parking
- Annual leave
Collections Agent - no evenings/weekends!
Capita —Preston
- £25,155 a year
- Full-time
- Communication skills
- Annual leave
- Employee discount
Centre Manager - Affinity Fleetwood, Lancashire, UK
CBRE —Fleetwood
- Full-time
- Management
Invigilator (Community Learning & Skills) - WMF3071e
Westmorland & Furness Council —Barrow-In-Furness
- £26,403 - £26,824 a year
- Annual leave
- Employee discount
Store Manager
Woodie's —Blackpool
- Weekend availability
- Mentoring
- Retail management
- Annual leave
- Employee discount
1d
Support Worker - Bridge House Residential Home - Flookburgh
Westmorland & Furness Council —Flookburgh
- £13.47 - £14.00 an hour
- Part-time
- Annual leave
- Employee discount
1d
Health Referral Facilitator
GLL —Ulverston
- £13.45 an hour
- Part-time
- Employee discount
- Referral programme
6d
Operations Manager - Lancashire Civil, Family and Tribunal Courts
HM Courts & Tribunal Service —Blackburn
- £40,001 - £50,000 a year
- Part-time
- Hybrid work
- Presentation skills
- Travel
- In-person
- Annual leave
- Employee discount
Part Time Branch Assistant
Booker Group —Blackpool
- Part-time
- Employee assistance programme
- Employee discount
Quick apply
2d
Community Support Worker (Support at Home) - Furness
Westmorland & Furness Council —Barrow-In-Furness
- £13.69 - £14.43 an hour
- Part-time
- Care plans
- Annual leave
- Employee discount
Community Support Worker (Support at Home) - South Lakes
Westmorland & Furness Council —Kendal
- £13.69 - £14.43 an hour
- Part-time
- Care plans
- Annual leave
- Employee discount
Senior HV Protection and Control Engineer
JamesFisher —Preston
- Remote
- Engineering
- Electrical Engineering
1d

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Contact Centre Quality Assessor

ENWL -
Preston

Apply Now

Job details

£37,670.52 - £44,188.56 a year
4 days ago

Benefits

Annual leave
Company pension
Employee assistance programme
Private medical insurance
Employee discount

Full job description

SP Electricity North West manages and invests in the power network that supplies electricity to the 2.4m homes and businesses across the North West. Our 2,400 colleagues manage the 13,000km of overhead lines, 44,000km of underground cables and thousands of electricity substations to keep power flowing and supporting green growth. We’re one of six distribution network operators in the UK and are regulated by Ofgem.

We’re proud that in December 2024 we were named Utility of the Year by Utility Week magazine who said we punched above our weight and used innovation to solve some of the industry’s most difficult challenges. Come and be part of our team and make a difference.

Now part of the Iberdrola and ScottishPower group, we’re collectively building smarter, greener electricity networks that will get Britain growing by investing in a better future, quicker.

A Fantastic Opportunity: Quality Assessor

To evaluate the customers’ experience as they interact with the customer Colleagues through inbound and outbound calls, email, chat, and social media responses etc and compare this against the Company’s standards of performance matrix and feedback the results

What you'll be doing:

Conduct quality assessments using the Quality Matrix across calls, cases, and webforms, providing timely, constructive feedback and clear improvement actions.
Deliver regular, supportive feedback to Customer Service colleagues to help enhance performance and improve the overall customer experience.
Lead by example, acting as a role model through live and retrospective call listening, identifying opportunities for development and celebrating success.
Share best practice across the team and recognise high performance in an inclusive and encouraging way.
Work in partnership with the Training Adviser to identify development needs, supporting both new starter and refresher training programmes.
Carry out audits to ensure compliance with EGS and relevant standards.
Complete case audits for General Enquiries and Complaints, ensuring accuracy, quality, and consistency.
Identify trends in processes and performance to inform training, coaching, and continuous improvement initiatives.
Review low CSAT scores through end-to-end investigations, providing timely and constructive feedback to Team Leaders and Customer Service colleagues.
Produce regular, accessible reports on quality performance, including actionable recommendations for improvement.
Participate in regular quality calibration sessions to maintain fairness, consistency, and alignment across the team.
Analyse customer sentiment data and investigate areas of low performance to support service improvements.
Collaborate closely with Customer Coaches, Training teams, and Team Leaders to ensure consistency and a shared approach across the contact centre.
Support the embedding of self-evaluation practices alongside Customer Coaches to encourage reflective learning and development.
Regularly review and improve quality assurance processes with Coaches and the Support Services Manager.
Provide flexible support with Team Manager rota requirements where needed.
Contribute to business continuity by supporting the Customer Contact Centre during incidents or peak demand periods (e.g. major events or service disruptions).

What you'll need:

Min of 4 GCSEs including English Language and Mathematics
Experience of customer related systems and processes preferred
Experience of a contact centre environment preferred
Experience of implementing changes to process and or systems desirable

The successful candidate must, at the start of employment have permission to work in the UK without sponsorship.

What we’re offering:

We value your expertise, In return, you’ll receive:

An annual bonus scheme
25 days annual leave increasing with length of service
Private Healthcare
An employee rewards portal offering discounts on several well-known brands
A market-leading contributory pension scheme
Employee assistance programme
Opportunity for professional development through our L&D function.

Our Commitment to Inclusion

We’re proud to foster a workplace where everyone can thrive. We celebrate diversity and are committed to building a team that reflects the communities we serve. We believe that embracing our differences makes us stronger.

If you need any adjustments or support during the application process, please contact our Recruitment Team at [email protected] or call 0845 366 0092 (option 2).

Any offer made will remain conditional until pre-employment checks are complete to a level deemed satisfactory by SP Electricity North West. Due to the of this role, the following pre-employment checks will be required; references from previous employers, a Medical Appointment, Disclosure and Barring Service (DBS), and a Drug & Alcohol test.

We reserve the right to close this vacancy early.

We don't accept speculative CVs from agencies. Any received we will assert ownership of the candidate and no fee will be payable.

Apply Now

Refine Your Search

contact centre team leader jobs in lancaster, lan

Contact Centre Quality Assessor

Operations Coordinator

Tour Coordinator

Trainee Property Manager

Curriculum Leader - Engineering and Motor Vehicle

Director of Worcestershire Regulatory Services

Grounds Maintenance Team Leader

Nature Finance Lead

Collections Agent - no evenings/weekends!

Centre Manager - Affinity Fleetwood, Lancashire, UK

Invigilator (Community Learning & Skills) - WMF3071e

Store Manager

Support Worker - Bridge House Residential Home - Flookburgh

Health Referral Facilitator

Operations Manager - Lancashire Civil, Family and Tribunal Courts

Part Time Branch Assistant

Community Support Worker (Support at Home) - Furness

Community Support Worker (Support at Home) - South Lakes

Senior HV Protection and Control Engineer

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