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Quality Assurance Coach

Employer
Catalyst Housing Limited
Location
Ealing W5 2AU
Salary
£33,709 pa
Closing date
15 Jul 2019

Job Details

10 months Fixed Term Contract

We’re looking for a customer-focused individual with energy, experience and a strong sense of purpose to join us as a Quality Assurance Coach. The UK has a housing problem. This affects every one of us, because housing is the foundation of the society we live in. Catalyst is part of the solution. You could be too. One of the UK’s leading housing associations, Catalyst is here to make a purposeful difference by providing housing solutions for those who can’t afford a home without our help. We offer a wide range of homes, for rent, part ownership or purchase. By doing so, we build more than homes – we build communities. We're at a particularly exciting point in our story, having recently merged with another large housing association, Aldwyck. The merger makes us stronger and more able to deliver our social purpose - in every part of our organisation. We’re always seeking to do better. If you are too, read on.

Reporting to the Quality Assurance Lead, you’ll develop front-line staff within the Customer Contact Centre and Complaint Resolution team by carrying out a series of quality assurance assessments.  You’ll identify training needs, identify compliance concerns and address knowledge gaps.  You’ll monitor staff progress from a quality perspective and work closely with the managers in the team to provide feedback on a regular basis.

You will be a skilled and experienced customer service coach, with the ablility to inspire, motivate and develop a front line service team. You will be able to demonstrate a passion for customer excellence and act as a customer experience ambassador in all dealings with customers. In addition, you shall possess up to date knowledge in best practice customer service standards and have great knowledge of new external and internal policies/process/systems that are relevant to the department.

We recognise that our success lies within our people so if you have the ambition, skills and experience we are looking for, you are inspired by our vision and you believe you can make a difference we’d love to hear from you.

The role is subject to a basic check.

If you have the relevant skills and experience for the role and would like to apply, please visit our careers page.

Closing date: 15th July 2019

Company

The UK has a housing problem. This affects every one of us, because housing is the foundation of the society we live in. Catalyst is part of the solution.

We are one of the UK’s leading housing associations – a member of the G15 group, with over 21,000 homes. We’re here to make a purposeful difference, providing housing solutions and opportunities for those who can’t afford a home without our help.

We offer a wide range of homes, for rent, part ownership or purchase. And by doing so, we build more than homes – we build communities.

We also work hard to be a great employer, to deliver outstanding customer service and to be a high-performance business. We are absolutely committed to our social purpose, in every part of our organisation. And we always seek to do better.

We’re a Sunday Times top 100 Best Company to Work for. We invest a lot of time and resources in our people because we know it’s our people who will drive our success.

Company info
Website
Telephone
020 8832 3334
Location
Ealing Gateway
26-30 Uxbridge Road
Ealing
London
London
W5 2AU
GB

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