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Customer Service Quality Specialist

At Lyreco, we believe in working together for tomorrow, which means constantly looking to innovate and evolve so that our employees, customers and business continue to grow and develop. We believe in a culture that values our employees and inspires them to be the best they can be and our core values of passion, excellence, respect and agility play a key part in this. Through a perfect blend of people, technology and our corporate social responsibility strategy, our future looks bright.

Customer Care, Quality & Improvement Specialist

Location: Telford

Salary: Up to £24,000

Hours of work – Monday – Friday 9.00 – 5.30pm (37.5 hpw)

We have a vacancy for a Customer Care, Quality & Improvement Specialist to join our growing Customer Care Department. This is an opportunity to work alongside the Customer Care Quality & Improvement Manager to support Customer Care Advisors and Managers to drive customer loyalty and sales.

If you are passionate about delivering a best-in-class customer experience, you possess excellent communication skills and can analyse data quickly and effectively. The likelihood is that you are bursting for an opportunity to make your mark in a successful Customer Care department.

You will have the opportunity to design and facilitate training sessions to ensure we have the correct guidelines and internal processes within Customer Care in addition to the best use of tools.

Customer Care Quality & Improvement Specialist is responsible for:

  • Capturing data linked to our customers experience to improve customer satisfaction
  • Designing and facilitate training sessions
  • Support the Customer Care Teams to achieve a consistent high standard of quality and performance.
  • Assist in complaint management.
  • Support the onboarding and continuous training and development of all Customer Care employees.
  • Maintain great team spirit and supportive attitude between team members, colleagues, and key stakeholders.

The ideal candidate will be:

  • Passionate about delivering a best-in-class customer experience to drive loyalty and sales.
  • Excellent at communicating
  • Experienced in implementing change to improve customer experience.
  • Experience in identifying training needs and developing appropriate training material

Lyreco Benefits:

Lyreco is a great place to work. We believe in fostering a culture that values our people and inspires each of us to be the best we can be. If you want to join a company that is packed with great energy, fun, and a place where you can accelerate your career, then Lyreco is the right place for you!

  • Clear career pathways with outstanding development programmes to support your growth and development
  • Company Pension
  • Private medical insurance after completion of one years’ service
  • Life assurance
  • 23 days holiday per year, which increases the longer you are with us, + 8 Bank Holidays
  • Employee discount scheme
  • Employee Assistance Programme (EAP), providing well-being support when you need it
  • Health and wellness initiatives

If this sounds like something you may be interested in, please Apply Now!

As a diverse and forward-thinking employer, we embed the principles of equality, diversity, and inclusion into everything we do. That includes our staff, customers, suppliers, and our local community.

We’re committed to the wellbeing of all our staff and to the sustainability of our environment.

Agency CV’s will not be accepted.