In April 2021, GreenSquare and Accord Housing Association merged to create a bigger, better, organisation. GreenSquareAccord now provides over 25,000 homes to more than 54,000 people, we deliver over 3 million hours of care to individuals every year and have a geographical reach from Newcastle upon Tyne to Salisbury, Wiltshire. We have a staff team of approx. 4,000 people.
The GreenSquareAccord story is about building better lives. GreenSquareAccord is committed to building more homes and providing more care and support to more people, whilst still delivering the locally-focused services to the people who need them most.
Everything we do comes back to people – whether that’s providing a good quality, safe home, helping someone to live an independent life, addressing social injustice and equality and everything else in between.
Our vision for GreenSquareAccord is to be an organisation where people can enjoy happiness, health and prosperity.
About the role
We currently have an exciting opportunity for a Training & Quality Manager to join our Customer Services Team. You will facilitate and oversee the quality of service our contact centre delivers. You will drive a culture of continuous improvement to ensure every contact made, regardless of channel used, is a simply brilliant experience for each customer by ensuring all staff are well trained and we have a great support structure for our teams.
You will establish and maintain the contact centre new starter induction program including a variety of classroom, practical and field based learning with a meaningful competency sign off and handover process before any new starters formally join their teams.
You will also develop a varied coaching strategy for the contact centre assisting Team Leaders and Senior Customer Service Officer’s with delivery and focus through the regular presentation of call quality feedback and management of workshops.
The role will require you to arrange, chair and actively participate in internal and external meetings, conferences and project activities with a diverse range of participants including customers, colleagues, partners and agencies.
It is essential that you have a good general or technical education beyond GCSE and accredited at BTEC or NVQ Level 3 or vocabulary, verbal reasoning and numerical skills to the equivalent ability level.
You will have experience of creating and facilitating a variety of training sessions for processes, systems and soft skills in a contact centre environment and experience of creating and owning version controlled training material.
You must have the ability to communicate and work with internal and external customers, colleagues and stakeholders with varying needs and involve them in the delivery and development of services.
Experience of managing and investigating complex and sensitive customer queries, identifying root causes, responding to escalated complaints and using learning outcomes to improve future performance is essential for this role.
In support and recognition of our colleagues who will help us deliver our employer strategy, we offer a fantastic benefits package. This includes; annual holiday entitlement (plus statutory bank holidays); a defined contribution pension scheme; trust based flexible working and a Confidential Employee Assistance Programme (EAP).
All individuals who apply to work at GreenSquareAccord are considered on their merits in line with our Diversity and Inclusion strategy and policy.
GreenSquareAccord are a Disability Confident Employer therefore we actively encourage applications from individuals with disabilities and try to provide access, adjustments, equipment or other practical support where required. All applicants with a disability who meet the ‘essential eligibility criteria’ for the role, as detailed in the job description, are guaranteed an interview.
If you need any assistance, adjustments or adaptations throughout our selection processes please let us know.
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