Process & Quality Lead (Customer Service) - 3 Month FTC


Job Number: 17954

Location: Acton Support Centre (123)

Contract: Full Time / Fixed Term Contract


Customer Service Process and Quality Lead

xxLondon - North Actonxx


As the Customer Service Process and Quality Lead, you will work with the Customer Service Process and Quality Executive to proactively drive an exceptional customer experience through all of our customer service and sales and retentions contact channels, across telephony, email, webchat, social media and self-service.  You will monitor and report on all of these channels to ensure that we live up to our ambition to make our customers’ lives simple, and will interact with the various vendors and internal stakeholders on a regular basis, organising working groups to initiate change and constantly improve the customer experience.  By identifying shortfalls in our customer service offering, it will be your responsibility to regularly review, maintain and highlight shortfalls in processes, policies and training that can aid our support teams when solving customer queries, as well as providing feedback to the necessary stakeholders on where our opportunity areas are to improve our customer experience across all channels.




  • Ensure that our customer service partners are delivering exceptional customer experience by monitoring all customer touchpoints on a regular basis
  • Provide feedback and coaching to partners against agreed quality scorecards and metrics
  • Carry out regular calibration sessions with the partners to collectively measure customer contact 
  • Identify process, training and policy gaps and produce required updates to documentation and supporting briefing documents for the service operation to use with service advisors
  • Responsible for creating and owning processes, policies and training material, including process mapping and ownership of online hubs
  • Identify business and experience improvement opportunities and work with the relevant stakeholders to introduce change to benefit our customers and partners
  • Organise working group meetings with stakeholders to share findings and proposals for change; using influencing skills to obtain sign off for proposed policy changes where necessary
  • Help monitor incoming customer feedback through social media, NPS surveys, CSAT, trouble tickets and customer complaints to help drive improvement and vendor performance
  • Be the Subject Matter Expert to support the customer service partners with high escalation cases
  • Keep vendors up-to-date with any changes within MVNO, updating internal WiKi regularly to keep all Customer Service teams informed of processes, changes, issues and upcoming events
  • Be aware of relevant legislative requirements including Data Protection Act and Ombudsman Services for Communications 


Knowledge and Skills



  • Experience within a customer, process and quality driven environment
  • Experience of driving change in a Customer Service environment
  • Feedback and coaching experience advantageous
  • Demonstrates an ability to diagnose problems and rapidly put corrective actions in place.
  • Ability to map journeys and processes
  • Ability to support key stakeholders to ensure that all strategies are grounded in reality, focused on the customer and are deliverable by the operation
  • Ability to effectively prioritise and execute varied tasks with different deadlines
  • Excellent written and verbal communication skills,
  • Interpersonal skills including ability to form strong working relations with our offshore vendors
  • Mobile Telecoms experience an advantage but not a must
  • Computer literate across MS office package, with emphasis on Excel
  • Highly numerate