Customer Service Quality and Training Specialist Reading, England
Job description
Who we are:
Activate Learning is a pioneering education group with a global reach, committed to transforming lives through our approach to learning.
We see our employees as individuals, empowering them to make the right choices for their ambitions and careers. We value our people as vital to our continued success and aspire to a diverse, open and inclusive environment that provides the motivation for everyone to pursue their career goals and flourish.
When you work for Activate Learning, you’re working for an organisation that provides you with the advantages of a large employer, a trusted partner in your career development, and a transformational way of working whilst also investing in building a community environment for everyone.
Together, we will bring out the best version of yourself.
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About the role: Quality Assurance and Training Specialist*
Activate Learning have an exciting opportunity for a Quality Assurance and Training Specialist to join our Advice and Admissions teams and support with the design, implementation, and improvement of the quality standards of our Group Contact Centre, Advice Centres and Receptions.
Our Advice and Admissions teams are often the first point of contact for our learners and visitors where we provide advice on the full range of courses and services offered at our colleges. Our Advisers help learners to push past hurdles and achieve what they never thought was possible through providing an exceptional customer experience. This is an essential part of the role in Advice and Admissions as this is what raises the reputation of Activate Learning and sets us apart from other providers.
As part of the role, you will quality assure team members via telephone, digital messaging, and face to face checks, analysing customer satisfaction and Net Promoter Scores.
Preparing reports will be essential and will provide the team with ideas and opportunities to improve our customer experience, you will play a key part in the preparation and design of training resources and delivery of training workshops to upskill our teams.
Permanent, full-time role
Location: Flexibility to be based at any of our campuses in Banbury, Oxford, Reading, Bracknell, or Guildford, with regular travel required to other sites. Travel expenses can be claimed for any travel from your base college.
Salary: £25,927 – £27,794 per annum, depending on skills and experience
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What do you need to be a successful Quality Assurance and Training Specialist at Activate Learning?*
The successful candidate will have a strong track record in a customer focused role, previous customer service experience, and excellent attention to detail with a good understanding of customer behaviour and needs.
Your communication and interpersonal skills will be outstanding and support your ability to deliver training and coaching sessions that will enable others to achieve their best.
About you:
- Experience of working in a Customer Service environment
- Ability to analyse data and generate reports using software such as Power BI, Excel, and other Microsoft Applications
- Ability to create and review business processes
- Knowledge and experience of quality assurance processes is desirable, but not essential
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Why work with the Activate Learning Group?*
Here are some of our benefits:
- Enrolment into generous pensions schemes
- Generous annual leave entitlement
- Excellent on-site facilities including free onsite parking, refectory facilities, Hair and Beauty salons
- An extensive Learning and Development programme with a range of CPD opportunities
- Access to qualified coaches for all staff
- Leadership and Management development programmes
- Flexible working opportunities, where appropriate
- A comprehensive wellbeing programme including access to the Fika and Everymind app
- Mental Health support including access to Mental Health First Aiders
- Employee Assistance Programme
- Employee resource groups
- Cycle to work scheme
- Refer a friend vacancy incentive
- Access to student discount programmes
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Applications are reviewed and shortlisted on a rolling basis, and we reserve the right to interview, appoint and close adverts early due to the volume of applications we receive.*
We therefore encourage you to apply at the earliest opportunity to avoid disappointment as once we have closed a vacancy you will be unable to submit your application form.
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Activate Learning is committed to safeguarding and promoting the welfare of children and young people and expects all its staff to share this commitment. Successful applicants will be required to undergo a DBS check at the appropriate level._
Applicants must be eligible to work in the UK as we do not sponsor work permits and work permits from other organisations are unacceptable as proof of right to work in the UK.
Applications are encouraged from all candidates meeting or exceeding the minimum criteria for the role regardless of age, disability, gender, orientation, race, religion or ethnicity.
Activate Learning are committed to employing people with disabilities and will ensure our recruitment process is inclusive and accessible. If you require any reasonable adjustments either at application or interview stage please contact the talent team directly.
If an agency submits an unsolicited CV to any partner or employee of our company, you should be aware that they have no authority to enter into an arrangement with you. Should we require recruitment agency involvement, we will contact the agencies on our preferred suppliers list.
Job Type: Permanent
Salary: £25,927.00-£27,794.00 per year
