Position: Quality Monitoring Supervisor - Home Energy
Salary: Negotiable
Ref: 523335_1581005400
Job Type: Permanent
Published On: 06/02/2020
Contact Name: Jenna Jackson
Client: SSE plc

Base Location: Belfast

Salary: from £17,500 depending on skills and experience

Working Pattern: Permanent | Full Time - 37 hours per week

About the Department

Energy Customer Solutions is the face of SSE to our customers in GB and Ireland, providing leading and reliable B2B services as well as leading retail solutions for our B2C customers.

We employ around 250 people directly in Northern Ireland, and we're proud to be an accredited Living Wage employer. Our modern Belfast office is home to 160 employees and offers an exciting working environment, plus all the benefits of being an SSE employee, in the heart of Belfast.

What is the Role?

We have an exciting new opportunity for a Quality Monitoring Supervisor. This role is to monitor and evaluate customer interactions on all Sales & Retentions Channels, to ensure we continue to deliver a high-level quality of service including: compliance, proper system usage, delivery against processes and problem resolution

The Quality Monitoring Supervisor monitors and evaluates contact centre interactions, records evaluations and provides detailed feedback directly to the operational team members, in order to drive improvements in the quality of service SSE Airtricity provide and to improve inefficiencies within our processes and behaviours. Your participation in calibration sessions with other quality evaluators is crucial to ensuring a consistent approach to monitoring across all areas of the home energy team.

You will create an environment for continuous improvement through the identification of inefficient or flawed processes and engage with team management in order to change and improve. You will build and maintain strong interdepartmental relationships and complete other duties and responsibilities supporting the growth of the business as agreed with the Sales & Retentions Operations Manager.

What do I need?

- The successful applicant will be organised, have exceptional attention to detail, be customer and quality-focused and passionate about delivering service excellence at all times

- Ability to build strong relationships and provide constructive feedback effectively in a friendly and approachable manner

- Experience in Compliance or Regulation is desirable

- Customer and client focused

- MS Office Experience is advantageous

- Good team player & Positive attitude

- Ability to demonstrate strong planning and organisational skills together with the ability to use own initiative

- Analytical and reconciliation skills essential

- Interpersonal skills with problem solving ability

- IT literate

Please be aware if you are successful, you'll be required to complete our pre-employment screening process before joining SSE.

Our Benefits

We're committed to ensuring we offer our people a great place to work, with competitive salary, contributory pension plan and benefits package. Why not watch our short employee benefits video to see what else is on offer?

Next Steps

For more information about this role, or to discuss any adjustments you require to submit your application please get in touch with sse.

About SSE

We all have different skills here at SSE and that's what makes us stand out. We all take pride in a job well done and share the belief that an inclusive culture is key to our success and vision for the future. Above all, safety is at the heart of everything we do at SSE and we live by the mantra 'if it's not safe, we don't do it'.

SSE is an equal opportunity employer. We encourage diversity and are committed to creating an inclusive environment for all employees.