- Customer Service and Inside Sales
- United Kingdom - England Remote
Dyson aim to deliver a World-Class service and owner experience at every opportunity and every touch point, driven to turn Owners into passionate advocates of the brand and exceed customer expectations at every opportunity.
At Dyson, we are passionate about ensuring our Owners have the most helpful, accessible and thorough after-care service right when it is needed, and to discuss any problems they encounter at the earliest opportunity. Pivotal to establishing, maintaining and growing this World-class service is a holistic view, insight and ownership of the quality of our service at every step and interaction.
About The Job
As Quality Lead, you will be accountable for the consistency and quality of our owner experience in every interaction, working hand in hand with management teams across all customer service functions and locations.
You will have full oversight of the Quality Analyst output from market/location, as well as taking a hands-on approach to monitoring quality of calls from a number of functions including complaints, escalations, and the Virtual Service team. You will be overall responsible for delivering insight and driving efficiency into the business, related (but not limited) to Owner experience and customer journey improvements, operational efficiency, and continuous improvement recommendations.
Own the quality framework in its entirety for all Care channels across all EMEA Markets and operations (GB support functions/Escalations and complaints/VSE/Outsourced operation).
Centralise quality checking across all channels and markets, being responsible for cross functional consistency and quality checking standards
Identify trends from quality monitoring from all channels and locations and use these to make recommendations as appropriate, driving global NPS.
Take a lead on establishing a culture of continuous improvement across all channels and levels Highlight and report quality by each channel at individual/team/function/overall Care level, and gain and maintain operational and team manager engagement to collectively address areas of achievement and improvement across teams and individual advisers/engineers.
Track changes and variations to service across all touch points, and take the lead on analysing the impact and insights with key stakeholders from all channels to identify appropriate actions; sharing and championing best practice, with a relentless focus on continuous improvement.
Ensure analysts and all Care teams are educated on the impact of the quality of our service, owning training and coaching approaches in what needs to be done, as well as how and why from key themes and analysis on the impact of all of our service touch points
Monitor complaints and escalations calls handled by relevant teams
To design and establish the quality monitoring platform for the Virtual Services department, establishing measures and process by owning the listening and observing of an agreed amount of calls, providing insight and feedback to the business, and designing and embedding a quality framework for this Care channel
Establish, own, embed and continually monitor an independent benchmark against which consistency across all functions can be measured and that are accurate, consistent and fair
Facilitate regular calibration sessions to lead discussions on quality trends, insights, learnings and support operational managers in all approaches to ensure consistency and quality standards are met Be a senior champion and role model amongst the whole European Customer Care team for quality, influencing senior managers and driving improvement at all times.
Skills and Experience
Positive and solutions focused
Self-motivated and an exceptional team player. Strong analytical, organisational and planning ability.
Confident and assertive communicator with strong influencing skills. Excellent inter-personal skills and strong ability to work cross-functionally. Strong sense of initiative with a creative approach to problem solving.
Comfortable presenting with excellent communication skills
Able to adapt to change, be resilient and act as a role model to colleagues across all Care channels Trusted. Proactive. Adaptable. Reliable. Resilient. Passionate. Positive. Humble
Experience in D2C (Direct To Customer) type of company would be a great advantage
27 days holiday (plus statutory bank holidays )
Performance related bonus
Discounts on Dyson machines
Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.