The Customer Experience team play a pivotal role in helping develop our Sales Agents, by providing great coaching and feedback on the quality of their sales calls.

As the Customer Experience Executive, you are responsible for listening to calls made by our Sales Team and reviewing them against both the Company and Client standards regarding the level of quality, as well as ensuring the calls are compliant. You will then be expected to complete the relevant documentation to pass back to the Team Leader for them to coach and feedback to the Sales Agents – you must therefore have competent listening skills and written communication.

The ideal candidate will be confident in providing constructive feedback regarding the quality of their calls. You will work collaboratively across other departments within the business, including the Training team, to define specific areas where groups of Sales Agents may have a development need.

To measure success, you will be required to share a weekly overview of performance regarding the Sales Agents calls you have listened to, evaluating against the quality metrics set. You will be able to track the progress made from your coaching and feedback by using our quality monitoring data management system, reviewing both overall team performance and for individual Sales Agents.

What’s in it for you?

· Monthly bonus opportunity – £50 per month subject to hitting your objectives.

· 28 days annual leave, including bank holidays

· BT & EE discount

· Pension contribution

· Excellent career progression giving you the chance to continually develop, learn key business and leadership skills within our organisation

· Free on-site parking

· On-site canteen

What we’re looking for someone who has:

· Attention to detail

· The ability to work in a fast-paced environment

· Reliability and professionalism

· Excellent communication skills, both verbal and written

· Computer literacy, including PowerPoint and Excel

· The ability to listen to a high volume of calls whilst maintaining focus for long periods

· Patience and great people and customer service skills

· A focus on outstanding quality and customer service

· Must be a self-motivator and self-starter

· Having call centre and/or quality measurement experience is preferable but not a necessity

This role is a full time position, 40 hours per week. Mon-Thurs 09:00-18:15, Fri 09:00 -15:45. This role is office based.