Quality Executive - Birmingham, United Kingdom - Octopus Energy
Description
Help us make a big green dent in the universe. We're on a mission to drive the global renewable energy revolution, and we need loads more people to help us make our vision a reality.
We are growing our Solar Team and have an exciting opportunity for a Quality Executive to join our new office in Birmingham.
The role will be varied, and you will need to have passion for raising the bar on quality standards and the effectiveness of our teams.
An effective sales channel doesn't compromise on quality or compliance, and you will be responsible for ensuring that teams receive the most up-to-date information, deliver the best service and ensure that our teams are always delivering excellence to our customers - both current and potential.
You will also act as the eyes of the customer to ensure that Octopus is always clear and transparent in all of our communications, so that our customers can make the right decisions on their journey to producing clean, green energy.
What you'll do:
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You will be responsible for monitoring Quality Assurance across our end-to-end Solar Sales and Onboarding teams
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You will play an instrumental role in building and improving the Quality monitoring processes
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You will regularly review sales conversations with customers and make sure our brand is being represented to the highest standards by conducting coaching sessions with our sales team
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You will be instrumental in driving a culture of excellence and nurturing a customer centric approach
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You will conduct independent, fair and thorough reviews of complaints and provide feedback to the sales advisor so they can improve & excel in their roles
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You will make initial recommendations for possible corrective action, with the goal of avoiding mis-selling and improving customer experience
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You will liaise with Management Teams to provide positive feedback & identify potential issues or larger trends that could be forming within our teams
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You will need to implement change by using your analytical skills to prevent any trends forming by providing commercial recommendations
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You will be responsible for managing improvements to our processes and ensuring customer satisfaction from the start of the sales journey to finish.
What you'll need:
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Ability to learn on the job in a rapidly changing environment
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You will need great listening skills in order to provide structured feedback & coaching to the sales advisers
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Ability to pay attention to detail
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Ability to deal with difficult situations
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Ability to manage your own workload and prioritise tasks
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Be a supportive element for work colleagues within the sales department
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Excellent communication skills, verbal and written
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Ability to work under pressure and meet tight deadlines
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Act with honesty and empathy whilst remaining objective
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Excellent IT skills and good working knowledge of Google Workspace and equivalent
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Ideally experience within the energy industry would be preferable but not essential
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Ad hoc travel and overnight stays may be required.
**If this sounds like you then we'd love to hear from you.
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