Customer experience training and quality manager Work, Jobs in Westbourne, Dor (with Salaries)

Customer Experience Training and Quality Manager
Fexco Property Services —Salisbury
- Full-time
- Hybrid work
- Customer service
- Maintenance
- Project management
Quick apply
House Manager
Abbeyfield Wessex Society —Wimborne
- £16.66 an hour
- Weekend availability
- Microsoft Word
- Management
- Customer service
Quick apply
9d
Customer Services Team Leader
Odstock Medical Ltd —Salisbury
- £29,000 - £40,000 a year
- Full-time
- Microsoft Excel
- Management
- Customer service
- Relocation assistance
- Sick pay
Quick apply
10d
Customer Success Operations Manager
Nourish Care —Bournemouth
- Full-time
- Hybrid work
- Salesforce
- Analysis skills
- Annual leave
- Employee assistance programme
Business Development Manager - London and South-East M/F
Hirsch UK —Poole
- £70,000 - £110,000 a year
- Full-time
- Hybrid work
- Sales
- Business development
- Project management
Quick apply
Channel Sales Manager - South UK M/F
Hirsch UK —Poole
- £55,000 - £72,000 a year
- Full-time
- Hybrid work
- Microsoft Powerpoint
- Microsoft Word
- Microsoft Excel
Quick apply
Catering Manager
Oceanarium Bournemouth —Bournemouth
- £31,000 - £34,000 a year
- Weekend availability
- Hospitality
- Management
- English
- Employee discount
- Sick pay
Quick apply
14d
Customer Experience Manager (Contact Centre Manager)
Fexco Property Services —Salisbury
- Full-time
- Hybrid work
- Management
- Analysis skills
- Continuous improvement
Quick apply
Trainee HR Manager
Odstock Medical Ltd —Salisbury
- £28,000 - £35,000 a year
- Full-time
- Customer service
- Microsoft Office
- Human resources
- Free parking
- Relocation assistance
Quick apply
6d
Quality Assurance Technician
TestLink Services Ltd —Poole
- Up to £25,000 a year
- Full-time
- AutoCAD
- Microsoft Office
- Analysis skills
- Annual leave
- Employee assistance programme
Quick apply
14d
Marketing and Brand Manager (MedTech)
Odstock Medical Ltd —Salisbury
- £25,000 - £35,000 a year
- Full-time
- Travel
- In-person
- Marketing
- Relocation assistance
- Annual leave
Quick apply
10d
Site Manager
Watkin Jones —Bournemouth
- Full-time
- Microsoft Office
- Supervising experience
- First Aid Certification
- Annual leave
- Employee discount
Quick apply
E-commerce Systems Manager – Shopify & ERP Systems (in-house)
Body Jewellery Ltd —Poole
- From £55,000 a year
- Full-time
- ERP systems
- Analysis skills
- Project management
- Free parking
- Health & wellbeing programme
Quick apply
1d
Assistant Conference and Banqueting Manager
Bournemouth Highcliff Marriott Hotel —Bournemouth
- Full-time
- Customer service
- Hotel
- Free parking
- Employee assistance programme
Quick apply
Telesales - Business to Business
Astute Ltd —Bournemouth
- Up to £40,000 a year
- Weekend availability
- Sales
- In-person
- Free parking
- Employee assistance programme
Quick apply
2d
Empty Homes Maintenance Scheduler
New Forest District Council —Lyndhurst
- £27,939 - £30,372 a year
- Full-time
- Hybrid work
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Annual leave
- Employee assistance programme
7d
Online Business Consultant Life - BDM
Vitality —Bournemouth
- Microsoft Excel
- Sales
- Customer service
6d
Customer Service Representative
U-Drive —Salisbury
- £30,708 a year
- Full-time
- Customer service
- Driving
- Communication skills
- Annual leave
- Employee discount
Quick apply
14d
Customer Service & Experience Team Leader
Fexco Property Services —Salisbury
- Full-time
- Customer service
- Analysis skills
- Organisational skills
Quick apply
Sales Support Leader
Berkeley Insurance Group —Bournemouth
- Full-time
- Management
- English
- Microsoft Office
2d

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Customer Experience Training and Quality Manager

Fexco Property Services
Salisbury

Quick apply

Job details

Full-time

Qualifications

Customer service
Maintenance
Project management
Continuous improvement
Organisational skills
LMS
Communication skills

Full job description

Job Advert

Job Title: Customer Experience Training & Quality Manager

Location: Salisbury / Hybrid

Company: Fexco Property Services

Type of Employment: Full Time, Permanent

About this Role:

The Customer Service & Experience Training and Quality Manager is responsible for developing and leading the functions training, coaching and quality assurance framework to ensure the delivery of outstanding and consistent customer experiences across all customer contact channels. The role will drive excellence by designing and implementing effective learning programmes, quality monitoring processes and performance improvement initiatives that support colleagues to consistently meet customer expectations, regulatory requirements and organisational standards. Working closely with operational leaders this role will use insight, quality outcomes and customer feedback to identify development needs, improve performance and foster a culture of continuous learning and improvement .

Main Duties and Objectives:

Design, implement, and maintain a comprehensive onboarding and continuous training programme for contact centre advisors
Develop property management specific training modules (e.g., tenancy queries, maintenance issues, compliance obligations, landlord/tenant communication
Deliver engaging training sessions across multiple channels (classroom, virtual, e-learning)
Conduct training needs analyses and create development plans aligned with business priorities
Support team leaders with coaching frameworks to reinforce training across the team
Design and manage a robust quality assurance (QA) framework for all customer interactions (calls, emails, webchat)
Define quality standards aligned with regulatory requirements, company policies, and service expectations
Conduct regular quality audits and ensure consistent calibration across leadership teams.
Provide structured feedback and reporting to drive performance improvement.
Ensure adherence to relevant property management regulations and customer service compliance standards.
Use data insights to identify trends, knowledge gaps, and performance issues.
Partner with operational leaders to implement targeted improvement plans.
Develop and track KPIs relating to training effectiveness and quality outcomes.
Lead initiatives to improve customer satisfaction (CSAT), first contact resolution, and service quality.
Work closely with Operations, HR, Compliance, and Property Management teams to align training and QA strategies.
Support change initiatives, including system updates, process changes, and new service implementations.

Essential Skills:

Proven experience in a Training and/or Quality role within a contact centre environment.
Strong understanding of QA frameworks, coaching techniques, and learning design.
Excellent communication, facilitation, and stakeholder management skills.
Analytical mindset with the ability to interpret data and drive actionable insights.
Experience working with contact centre technologies and performance tools.
Customer first mindset

Attention to detail and quality standards
Strong organisational and project management skills
Ability to influence and drive change
Problem-solving and continuous improvement orientation

Desirable Skills:

Knowledge of UK property regulations (e.g., tenancy law, maintenance responsibilities).
Experience implementing or managing learning management systems (LMS).
Experience leading small teams or influencing cross-functional stakeholders.

Success Measures:

Improvement in QA scores across all channels
Increased advisor competency and reduced onboarding time
Positive trends in customer satisfaction (CSAT/NPS)
Reduced complaints and compliance breaches
Measurable impact of training on operational KPIs

Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.

BACK TO ALL VACANCIES

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Refine Your Search

customer experience training and quality manager jobs in westbourne, dor

Customer Experience Training and Quality Manager

House Manager

Customer Services Team Leader

Customer Success Operations Manager

Business Development Manager - London and South-East M/F

Channel Sales Manager - South UK M/F

Catering Manager

Customer Experience Manager (Contact Centre Manager)

Trainee HR Manager

Quality Assurance Technician

Marketing and Brand Manager (MedTech)

Site Manager

E-commerce Systems Manager – Shopify & ERP Systems (in-house)

Assistant Conference and Banqueting Manager

Telesales - Business to Business

Empty Homes Maintenance Scheduler

Online Business Consultant Life - BDM

Customer Service Representative

Customer Service & Experience Team Leader

Sales Support Leader

I want to receive the latest job alerts for customer experience training and quality manager in westbourne, dor

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