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Kingston upon Hull

    Quality Manager - Hull, United Kingdom - Tailored Recruitment Consultancy

    Tailored Recruitment Consultancy
    Tailored Recruitment Consultancy Hull, United Kingdom

    1 week ago

    Default job background
    Full time Administrative
    Description

    Our client a leading consultancy in Hull Centre are looking to recruit an experienced Quality Manager for their fast growing business.

    We are looking to recruit a proactive Quality Manager who shares the companies commitment to excellence in customer experience. The successful candidate will thrive in a fast-paced environment and play a key role in driving continuous improvement within our organisation.

    Key Responsibilities:

    Quality Management of All Services

    • Logging and managing concerns, complaints, compliments, and feedback from clients.
    • Providing feedback to clients and ensuring resolution of issues by liaising with Department Heads.

    Performance Monitoring and Improvement

    • Monitoring KPIs and contract fulfilment, identifying improvement areas, and collaborating with Contract Managers.
    • Analysing trends in client issues and implementing strategies for improvement.

    Customer Engagement and Satisfaction

    • Managing client Datix's and conducting customer satisfaction surveys.
    • Increasing survey response rates, reviewing feedback, and implementing improvement plans in collaboration with internal staff and clients.

    Quality Assurance

    • Monitoring and responding to reviews and ratings online
    • Assisting Sales team by providing case studies
    • Working closely with the Engagement Team to identify and improve delivery of our services.
    • Implementing feedback strategies from service users to enhance overall service quality.

    Education, skills and competencies

    Essential:

    • Excellent knowledge of the English language
    • Excellent written communication skills
    • Excellent attention to detail
    • Excellent verbal communication skills
    • Qualified to A' level standard or equivalent
    • Sound knowledge of MS Office software
    • Ability to think clearly using logic and reasoning
    • Administration skills
    • Ability to use initiative.

    Desired:

    • Excellent communication skills, both spoken and written
    • Be confident with ability to engage with colleagues at all levels to extract information concisely, set deadlines and ensure effective resolution is reached
    • Have strong organisational skills and be able to manage multiple tasks at any given time
    • Project Management experience
    • Good IT skills across a broad range of applications including MS Word, MS Excel, MS PowerPoint
    • Ability to interact professionally at all times
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