Billing & Customer service Quality Lead
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Job Summary
Bring your energy to Aggreko asaCustomer Service Quality Lead based in are seeking an experienced training and quality Lead to support the development performance and continuous improvement of our customer contact centre teams. This role plays a key part in onboarding new hires embedding bestpractice processes and driving highquality customer interactions across all channels.
Power without pause. Heatingcoolingand oil-free air without end. We keep our customers worlds on. From world-class events that last a few weeks to mining operations and remote communities who rely on us for decades.
Whatyoulldo asa Customer Service Quality Lead:
Deliver regular call coaching sessions providing clear constructive feedback to improve performance
Develop and deliver comprehensive onboarding programmes for new customer service employees
Design and facilitate training on new processes product knowledge and customer service best practices
Regularly assess training effectiveness and refresh materials to ensure relevance and impact
Lead the rollout and implementation of new contact centre processes
Identify and drive process improvements to increase efficiency reduce costs and enhance service quality
Define implement and monitor quality standards across phone email and chat interactions
You are:
Proven experience in training quality or performance improvement within a customer contact centre environment
Strong background in onboarding coaching and developing customer service teams
Experience leading process rollouts and embedding change within operational teams
Excellent communication and stakeholder management skills with the ability to influence at all levels
Collaborative proactive approach with a strong focus on continuous improvement
Hereswhatyoullget:
Competitive salary and package
Performance-based annual bonus in addition to salary
Company pension scheme with a 9% employer contribution
Exclusive employee discounts and referral bonuses
A dynamic international environment with real development opportunities
Our people are can-do positiveresilientand persistent. If that feels like you apply now and build your career with the people bringing energy to the world.
Equal employment opportunity
We welcome people from different backgrounds and cultures and respect peoples unique skills attitudes and experiences. We encourage everyone to be themselves at work because we know thats how we do our best for each other for our customers for the communities where we work and for our careers.
We are an equal opportunity employer. If you apply for a role at Aggreko we will consider your application based on your qualifications and experience and not on your race colour ethnicity religion sex sexual orientation gender identity national origin disability or veteran status.
Key Skills
About Company
Aggreko plc is a supplier of temporary power generation equipment and of temperature control equipment. It is headquartered in Glasgow, Scotland, United Kingdom. It is listed on the London Stock Exchange, and is a constituent of the FTSE 250 Index.
