Customer Service/Contact Centre Coordinator/Administrator Job in Glasgow. Apply for the latest Glasgow jobs in Telecoms in Glasgow, City of Glasgow, United Kingdom.
Customer Service/Contact Centre Coordinator/Administrator Job in Glasgow
Job Description
This offers a great opportunity to work for a high profile well known brand that offers training and career development along with great benefits such as a bonus scheme, great discounts with their perks for work scheme, hybrid working, phone, private medical cover and much more!
The Quality Assurance Auditor/Coordinator will play an important role in conducting monthly audits on customer interactions to ensure Contact Centre and Retail teams are meeting regulatory requirements while interacting with their customers.
This role will require you to manage your own workload and stakeholder group whilst being part of a close functioning team. You will have the autonomy to investigate potential issues as you see fit and provide recommendations to make sure all customers are treated fairly.
You will produce reporting to present the results of your audits to keep management informed on the compliance performance and areas of opportunity to improve. Your reviews will focus in on the root cause of any issues identified and recommendations will drive quality improvements across customer interactions.
You will build strong relationships with a wide stakeholder group to ensure our outsourced partners and internal channels are calibrated and compliant to our FCA Compliance Framework.
What you will do:
Responsible for conducting quality audits against risk-based compliance model for customer interactions
Conduct root cause analysis (RCA) to support continuous improvement on quality and performance
Provide feedback to improve performance in operational areas
Identify training needs together with providing guidance to less experience staff.
Participate and in some cases lead calibration sessions to maintain consistency across all areas
Support performance improvement interventions after identifying key themes
Provide timely and comprehensive reporting, highlighting areas where criteria has not been met and identifying any trends and patterns in compliance levels against FCA regulationsWhat you'll bring:
Practical experience within any of the following areas: Customer service, contact centre, administration/coordination, quality assurance setting or process management
Experience working in a FCA regulated environment (preferred) but not essential as training will be provided
Great people skills and ability to communicate feedback effectively
Good organisational skills, ability to work independently to meet regulated deadlines
Problem solving capabilities to create meaningful strategies to improve quality
Ability to work within a clearly defined set of regulations and standardsProject People is acting as an Employment Agency in relation to this vacancy
Location: Glasgow
Category: Telecoms
Job Title: Customer Service/Contact Centre Coordinator/Administrator
Salary:
Benefits: Full Time
Job Type: Permanent, Full Time
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