Customer Experience Training and Quality Manager

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Job Title: Customer Experience Training & Quality Manager

Location: Salisbury / Hybrid

Company: Fexco Property Services

Type of Employment: Full Time, Permanent

About this Role:

The Customer Service & Experience Training and Quality Manager is responsible for developing and leading the functions training, coaching and quality assurance framework to ensure the delivery of outstanding and consistent customer experiences across all customer contact channels. The role will drive excellence by designing and implementing effective learning programmes, quality monitoring processes and performance improvement initiatives that support colleagues to consistently meet customer expectations, regulatory requirements and organisational standards. Working closely with operational leaders this role will use insight, quality outcomes and customer feedback to identify development needs, improve performance and foster a culture of continuous learning and improvement .

Main Duties and Objectives:

Design, implement, and maintain a comprehensive onboarding and continuous training programme for contact centre advisors

Develop property management specific training modules (e.g., tenancy queries, maintenance issues, compliance obligations, landlord/tenant communication

Deliver engaging training sessions across multiple channels (classroom, virtual, e-learning)

Conduct training needs analyses and create development plans aligned with business priorities

Support team leaders with coaching frameworks to reinforce training across the team

Design and manage a robust quality assurance (QA) framework for all customer interactions (calls, emails, webchat)

Define quality standards aligned with regulatory requirements, company policies, and service expectations

Conduct regular quality audits and ensure consistent calibration across leadership teams.

Provide structured feedback and reporting to drive performance improvement.

Ensure adherence to relevant property management regulations and customer service compliance standards.

Use data insights to identify trends, knowledge gaps, and performance issues.

Partner with operational leaders to implement targeted improvement plans.

Develop and track KPIs relating to training effectiveness and quality outcomes.

Lead initiatives to improve customer satisfaction (CSAT), first contact resolution, and service quality.

Work closely with Operations, HR, Compliance, and Property Management teams to align training and QA strategies.

Support change initiatives, including system updates, process changes, and new service implementations.

Essential Skills:

Proven experience in a Training and/or Quality role within a contact centre environment.

Strong understanding of QA frameworks, coaching techniques, and learning design.

Excellent communication, facilitation, and stakeholder management skills.

Analytical mindset with the ability to interpret data and drive actionable insights.

Experience working with contact centre technologies and performance tools.

Customer first mindset

Attention to detail and quality standards

Strong organisational and project management skills

Ability to influence and drive change

Problem-solving and continuous improvement orientation

Desirable Skills:

Knowledge of UK property regulations (e.g., tenancy law, maintenance responsibilities).

Experience implementing or managing learning management systems (LMS).

Experience leading small teams or influencing cross-functional stakeholders.

Success Measures:

Improvement in QA scores across all channels

Increased advisor competency and reduced onboarding time

Positive trends in customer satisfaction (CSAT/NPS)

Reduced complaints and compliance breaches

Measurable impact of training on operational KPIs

Fexco is an equal opportunities employer and is proud to foster a work environment where our people are supported and encouraged to be themselves. We welcome applicants of all backgrounds and sections of society and each application is given fair consideration.

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