Job Description

Quality & Insights Manager
Newcastle upon Tyne, hybrid working minimum 2 days office based per week
Permanent, full (37.5 hpw)
Earn 40,000 pa, with brilliant benefits!
'Previous applicants need not apply'
Home, a place where you belong
You know that great service doesn't happen by accident. It's built on care, consistency and a clear picture of how we're doing. If you've ever thought "there's a better way to do this" and wanted the space to make it happen, this could be your moment.
We're looking for someone who can bring quality assurance to life, not just in processes, but in how our colleagues work together, learn and grow. With experience of coaching and training a new team. You'll be the person who spots what's going well, sees where we can improve, and turns that into insight that will drive changes that really matter for our customers.
You'll join our friendly Customer Service Quality and Improvement team, where we work hard to make sure every customer gets the right service, first time. You'll have the freedom to dig deep into the details to share insights and manage the actions that drive better customer experiences.
What you'll do
Build and manage a simple, consistent quality assurance framework that works for everyone and drives excellent customer outcomes and brilliant colleague experience.
Turn checks, audits and feedback into clear insights and suggested actions
Manage and support a team of coaches and a trainer, ensuring the training programme and coaching support are insight-driven and focused on improving performance
Work with leaders and team to help them understand how we are performing and drive a continuous improvement culture within the team
Keep our processes and standards fresh, relevant and fit for the future
Spot training needs quickly and working with our trainer along with L&D to put the right support in place
Make sure the customer's voice is at the heart of every change we make
Why choose us
Imagine finishing each day knowing you've made a real difference in our customers' lives. That's exactly what you'll do here, working for a top 10 Great Place to Work in the UK! You'll have space to grow, support to learn, and the chance to shape something brand new.
What you bring
A qualification in quality management, auditing, or equivalent experience in setting up or managing quality assurance in a regulated setting
Knowledge of improvement tools such as Lean Six Sigma or Agile methods
A curious mind with great analytical and problem-solving skills
The confidence to share clear timely feedback that drives action
Strong management, communication and influencing skills with a collaborative approach
Passion for coaching and helping others grow
Enthusiasm to build something new and take people on the journey with you
Job details
You'll work Monday to Friday
This is a hybrid role, and you'll spend a minimum of 2 days in our One Strawberry Lane office, and the rest working from home
A place where you belong
We do our best work when we can be ourselves. That's why inclusion and wellbeing shape our policies and daily practice. Our diversity networks, Multicultural, LGBTQIA+, Women, and Disability, along with peers and allies, help us thrive. !
What's in it for you?
Enjoy 34 days leave (this includes bank holidays and a "me day"!), and the option to buy five days more (subject to criteria).
2 days paid volunteering
Generous pension and 3x salary life insurance. Check more online!
Save up to 1140 yearly with our health cash plan, covering dental, optical, and therapies.
800+ discounts or cashback on shopping, holidays, and more.
We're a top 10 UK Wellbeing employer; our tools and support are here when you need them!
Grow your career with us, we'll help you take the next step.
Ready to join us?
Click APPLY NOW to see the , , and for . Don't wait, roles can close early, so apply and take the first step towards making a difference. To let us know how we can help you shine in our process, email to discuss your reasonable adjustments.

Skills Required