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

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Contact Centre Quality Assessor
ENWL —Preston
- £37,670.52 - £44,188.56 a year
- Annual leave
- Employee assistance programme
Operations Coordinator
TRADEBE —Heysham
- Organisational skills
- Communication skills
- Time management
- Employee discount
Network Administrator
Lancashire and South Cumbria NHS Foundation Trust —Burnley
- £25,760 - £27,476 a year
- Full-time
- Microsoft Office
- Administrative experience
- Communication skills
6d
Retail Bureau Manager
Eurochange —Lancaster
- £14 an hour
- Full-time
- Sales
- Organisational skills
- Cash handling
- Employee assistance programme
- Employee discount
5d
Customer Banking Agent
Capita —Preston
- £27,032 - £30,032 a year
- Full-time
- Hybrid work
- Computer literacy
- Organisational skills
- Financial services
- Annual leave
- Work from home
14h
People Projects Specialist - 12 Month FTC
AXA —Bolton
- £45,000 - £55,000 a year
- Microsoft Powerpoint
- PMP
- Bachelor's degree
3PL Fulfilment Centre Team Leader
3P Logistics Limited —Wigan
- £14.33 - £15.33 an hour
- Sales
- In-person
- Communication skills
- Free parking
- Health & wellbeing programme
Quick apply
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
Trainee Property Manager
LRG —Preston
- Up to £28,000 a year
- Monday to Friday
- Organisational skills
- Communication skills
- Time management
- Employee discount
Quick apply
Collections Agent - no evenings/weekends!
Capita —Preston
- £25,155 a year
- Full-time
- Hybrid work
- Communication skills
- Annual leave
- Work from home
Behaviour and Attendance Mentor
Fix It UK Ltd —Wigan
- £28,000 - £31,000 a year
- Full-time
- Computer literacy
- English
- Maths
Quick apply
12d
Garden Centre Indoor Team Leader
The Plant Place Garden Centre —Blackpool
- Weekend availability
- Supervising experience
- First Aid Certification
- In-person
Quick apply
14h
Credit Decisioning and Systems Lead
Frasers Group Financial Services —Clayton le Moors
- Full-time
- Hybrid work
- System design
- Analysis skills
- Financial services
Quick apply
Central Service Administrator-1
Trane Technologies —Bolton
- Full-time
- Microsoft Excel
- Customer service
- Microsoft Office
13d
Cleaner
Serco Plc —Preston
- £27,300 a year
- Full-time
- Hybrid work
- IT
- Communication skills
- Annual leave
- Employee assistance programme
8d
Technical Systems Lead
Frasers Group Financial Services —Clayton le Moors
- Full-time
- Hybrid work
- System design
- Analysis skills
- Financial services
Quick apply
HR Business Partner - UK
Lubrizol —Blackley
- Full-time
- Project management
- Bachelor's degree
- Plumbing
Procurement - Technology Lead
JDSPORTS —Bury
- Full-time
- Microsoft Powerpoint
- Microsoft Excel
- Microsoft Office
- Employee discount
Quick apply
Early Years Room Leader
Lancaster University —Lancaster
- £26,707 - £30,378 a year
- Full-time
- Customer service
- Supervising experience
- University
6d
Class 2 Driver
Booker Group —Royton
- £44,176.60 a year
- Overtime
- Employee assistance programme
- Employee discount
Quick apply

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Contact Centre Quality Assessor

ENWL -
Preston

Apply Now

Job details

£37,670.52 - £44,188.56 a year

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 clitheroe, lan

Contact Centre Quality Assessor

Operations Coordinator

Network Administrator

Retail Bureau Manager

Customer Banking Agent

People Projects Specialist - 12 Month FTC

3PL Fulfilment Centre Team Leader

Grounds Maintenance Team Leader

Trainee Property Manager

Collections Agent - no evenings/weekends!

Behaviour and Attendance Mentor

Garden Centre Indoor Team Leader

Credit Decisioning and Systems Lead

Central Service Administrator-1

Cleaner

Technical Systems Lead

HR Business Partner - UK

Procurement - Technology Lead

Early Years Room Leader

Class 2 Driver

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