Customer Quality Support

Driving consistent, high quality customer experiences across the West Midlands Network

As Customer Quality Support, you’ll play a vital role in assuring, improving, and embedding consistent customer service standards across all customer activities. This is a high‑impact role focused on quality monitoring, insight, and assurance.

Supporting the West Midlands Network, you’ll be based out of Ansty Park Coventry or Planetary Road Wolverhampton, working 3 days in the office/site location (where applicable) and 2 days from home.

Working at the heart of the Network Customer Experience function, you’ll help us understand how we perform, where we can improve, and how best practice can be applied consistently. You’ll bring strong attention to detail, analytical thinking, and a passion for improving outcomes - ensuring every customer interaction meets our standards and values.

This role provides a strong platform to influence service quality, strengthen assurance, and make a measurable difference to customer performance in the West Midlands.

Why you’ll love this role

Quality‑Led Impact
Ensure a consistently high level of service across all and work streams - helping to drive fair, effective and positive customer outcomes.

Continuous Improvement Focus
Identify opportunities to apply process improvement and best practice methodologies that enhance customer performance and service delivery.

Tech Enhanced

Support the implementation and adoption of innovative digital solutions. Working across teams, you'll help embed new apps, systems, and technologies that simplify processes, enhance service delivery, and create better experiences for our customers.

Collaboration & Influence
Work closely with customer contact teams, network colleagues and stakeholders to share insight, support resolution activity and promote service excellence.

Broaden Your Experience
Develop strong cross‑functional relationships and gain exposure to quality assurance, audit activity, performance reporting and improvement delivery.

What you’ll bring

You’re a detail‑focused, quality‑driven professional with the confidence to review, challenge and improve how we deliver for our customers.

Practical Experience & Capability

• Experience in customer service, quality monitoring, assurance, administration or data‑driven roles
• Ability to review customer interactions, identify themes, and highlight areas for improvement
• Experience supporting the resolution of customer issues, ideally promoting first‑time resolution

Data & Analytical Skills

• Confidence working with spreadsheets, databases or Management Information (MI).
• Ability to report accurately, identify trends and present insight clearly

Communication & Collaboration

• Clear, professional verbal and written communication skills
• Comfortable engaging with customers and stakeholders across multiple teams
• Strong collaborative approach, supporting shared outcomes and service consistency

Technical & Organisational Skills

• Proficiency in Microsoft Office (Excel, Word, PowerPoint, Visio)
• Strong organisational skills with the ability to manage workloads and priorities effectively.