Customer Service Quality Lead

Job description

Bring your energy to Aggreko as a Customer Service Quality Lead, based in Cannock. We 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 best‑practice processes, and driving high‑quality customer interactions across all channels. Power without pause. Heating, cooling and 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. What you’ll do as a 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...