Details:
- Salary: £25,000 - 30,000 - Annum
- Job Type: Permanent
- Job Status: Full-Time
- Salary Per: Annum
- Location: Kingston upon Hull City of Kingston upon Hull
- Date: 2 weeks ago
Description:
Our client a leading consultancy in Hull Centre are looking to recruit an experienced Quality Manager for their fast growing business.
We are looking to recruit a proactive Quality Manager who shares the companies commitment to excellence in customer experience. The successful candidate will thrive in a fast-paced environment and play a key role in driving continuous improvement within our organisation.
Key Responsibilities:
Quality Management of All Services
* Logging and managing concerns, complaints, compliments, and feedback from clients.
* Providing feedback to clients and ensuring resolution of issues by liaising with Department Heads.
Performance Monitoring and Improvement
* Monitoring KPIs and contract fulfilment, identifying improvement areas, and collaborating with Contract Managers.
* Analysing trends in client issues and implementing strategies for improvement.
Customer Engagement and Satisfaction
* Managing client Datix's and conducting customer satisfaction surveys.
* Increasing survey response rates, reviewing feedback, and implementing improvement plans in collaboration with internal staff and clients.
Quality Assurance
* Monitoring and responding to reviews and ratings online
* Assisting Sales team by providing case studies
* Working closely with the Engagement Team to identify and improve delivery of our services.
* Implementing feedback strategies from service users to enhance overall service quality.
Education, skills and competencies
Essential:
* Excellent knowledge of the English language
* Excellent written communication skills
* Excellent attention to detail
* Excellent verbal communication skills
* Qualified to A’ level standard or equivalent
* Sound knowledge of MS Office software
* Ability to think clearly using logic and reasoning
* Administration skills
* Ability to use initiative.
Desired:
* Excellent communication skills, both spoken and written
* Be confident with ability to engage with colleagues at all levels to extract information concisely, set deadlines and ensure effective resolution is reached
* Have strong organisational skills and be able to manage multiple tasks at any given time
* Project Management experience
* Good IT skills across a broad range of applications including MS Word, MS Excel, MS PowerPoint
* Ability to interact professionally at all times