Quality Specialist - 26001
2
Yorkshire and the Humber
Rotherham , Sheffield
Templeborough, Quadrant Two
Staff Grade 3
Permanent
Full Time
Contact Centre
£25,042
An exciting permanent opportunity has arisen to join the Quality Team in Contact Centre services.
As a Quality Specialist you will be joining a friendly, diverse team working together to create better places for people and wildlife. Working as part of a team, you will be responsible for coaching and supporting our customer service advisors to ensure they deliver a customer focused service to our customers and partners. Supporting and evaluating development needs is an important part of the role. But, being able to see the bigger picture and help us to equip our people with the skills and knowledge they need for the future is even more significant. The role includes call monitoring and delivering one to one feedback as well as providing support to our advisor population when required.
As a Quality Specialist you will be joining a friendly, diverse team working together to create better places for people and wildlife. Working as part of a team, you will be responsible for coaching and supporting our customer service advisors to ensure they deliver a customer focused service to our customers and partners. Supporting and evaluating development needs is an important part of the role. But, being able to see the bigger picture and help us to equip our people with the skills and knowledge they need for the future is even more significant. The role includes call monitoring and delivering one to one feedback as well as providing support to our advisor population when required.
Did we mention that we are a friendly team? We aim to be as inclusive as possible and you will have the opportunity to join our many staff support groups – these include the BAME Network, Women’s Network and LGBT+ Network. We have been a Stonewall Top 100 employer for thirteen consecutive years.
You’ll be an excellent communicator with the skill of understanding the needs of different customer groups (internally and externally). You’ll have previous Coaching experience (or similar transferable skills) with the ability to engage groups and individuals to deliver feedback to a range of audiences.
Experience of the coaching cycle is an advantage, but you’ll have a chance to learn in the role. You’ll have, or the aptitude to become, effective in planning for advisors whose availability focuses around customer demand. You will be well organised, able to manage yourself and your own work effectively, prioritising and working under your own initiative.
Experience of the coaching cycle is an advantage, but you’ll have a chance to learn in the role. You’ll have, or the aptitude to become, effective in planning for advisors whose availability focuses around customer demand. You will be well organised, able to manage yourself and your own work effectively, prioritising and working under your own initiative.
First you need to answer three capability questions. It is important that you read the questions carefully, and use the indicators as a guide when providing your answers.
As a member of our Quality team you would be expected to work across both sites.
Please let us know what kind of working pattern you’re interested in be that full time, part time or job share.
If you need to know more, please email ccsrecruitment@environment-agency.gov.uk with your questions or leave a contact telephone number and we will call you back.
As a member of our Quality team you would be expected to work across both sites.
Please let us know what kind of working pattern you’re interested in be that full time, part time or job share.
If you need to know more, please email ccsrecruitment@environment-agency.gov.uk with your questions or leave a contact telephone number and we will call you back.
26/03/2023, 23:55 hours
Basic Check
Communicates Effectively
Give an example of when you have communicated a change to a group of people and how you did it.
Achieves Results
Give an example of a time when you have managed multiple pieces of work within a tight deadline.
Manages Self
Give an example of a time where you've worked to difficult deadlines, and how you organised yourself to meet them.
If you are applying from the Civil Service please note that the Environment Agency is not a part of HM Civil Service and you would not be a Crown Servant in the event of being appointed. Therefore, you will not be eligible for continuous service. For applicants who currently work in local government or other bodies listed in the Redundancy Payments (Continuity of Employment in Local Government etc) (Modification) Order 1999, you may be eligible for continuous service for the purpose of calculating any future redundancy payment. If you are unsure of your status then you should contact your own HR Team.
We are fully committed to having a diverse and inclusive workforce to reflect the communities we serve. We welcome flexible working patterns for all our vacancies, including job share, so please include clearly any information regarding your preferred working arrangements on your application.
We also have a Guaranteed Interview Policy to support those with a disability who are seeking employment. We have committed to guaranteeing an interview to anyone with a disability whose application meets the minimum criteria for the post.
The Environment Agency, as a Non-Departmental Public Body, is committed to providing value for money and utilises Central Government frameworks and contracts for all external recruitment needs. For this reason, we are unable to engage with the market directly through post, email or phone calls . Should you wish to become a support supplier on one of these frameworks or contracts please visit https://www.gov.uk/government/publications/become-a-crown-commercial-service-supplier/becoming-a-supplier-through-the-crown-commercial-service-what-you-need-to-know for more information.
We are fully committed to having a diverse and inclusive workforce to reflect the communities we serve. We welcome flexible working patterns for all our vacancies, including job share, so please include clearly any information regarding your preferred working arrangements on your application.
We also have a Guaranteed Interview Policy to support those with a disability who are seeking employment. We have committed to guaranteeing an interview to anyone with a disability whose application meets the minimum criteria for the post.
The Environment Agency, as a Non-Departmental Public Body, is committed to providing value for money and utilises Central Government frameworks and contracts for all external recruitment needs. For this reason, we are unable to engage with the market directly through post, email or phone calls . Should you wish to become a support supplier on one of these frameworks or contracts please visit https://www.gov.uk/government/publications/become-a-crown-commercial-service-supplier/becoming-a-supplier-through-the-crown-commercial-service-what-you-need-to-know for more information.
This Vacancy is closed to applications.