Customer Quality Support

Driving consistent, high quality customer experiences across the West Midlands Network As Customer Quality Support , you’ll play a vital role in assuring, improving, and embedding consistent customer service standards across all customer activities. This is a high‑impact role focused on quality monitoring, insight, and assurance.

Supporting the West Midlands Network , you’ll be based out of Ansty Park Coventry or Planetary Road Wolverhampton , working 3 days in the office/site location (where applicable) and 2 days from home . Working at the heart of the Network Customer Experience function, you’ll help us understand how we perform, where we can improve, and how best practice can be applied consistently.

You’ll bring strong attention to detail, analytical thinking, and a passion for improving outcomes - ensuring every customer interaction meets our standards and values. This role provides a strong platform to influence service quality, strengthen assurance, and make a measurable difference to customer performance in the West Midlands.

Why you’ll love this role Quality‑Led Impact Ensure a consistently high level of service across all and work streams - helping to drive fair, effective and positive customer outcomes. Continuous Improvement Focus Identify opportunities to apply process improvement and best practice methodologies that enhance customer performance and service delivery.

Tech Enhanced Support the implementation and adoption of innovative digital solutions. Working across teams, you'll help embed new apps, systems, and technologies that simplify processes, enhance service delivery, and create better experiences for our customers. Collaboration & Influence Work closely with customer contact teams, network colleagues and stakeholders to share insight, support resolution activity and promote service excellence.

Broaden Your Experience Develop strong cross‑functional relationships and gain exposure to quality assurance, audit activity, performance reporting and improvement delivery. What you’ll bring You’re a detail‑focused, quality‑driven professional with the confidence to review, challenge and improve how we deliver for our customers.

Practical Experience & Capability Experience in customer service, quality monitoring, assurance, administration or data‑driven roles Ability to review customer interactions, identify themes, and highlight areas for improvement Experience supporting the resolution of customer issues, ideally promoting first‑time resolution Data & Analytical Skills Confidence working with spreadsheets, databases or Management Information (MI).

Ability to report accurately, identify trends and present insight clearly Communication & Collaboration Clear, professional verbal and written communication skills Comfortable engaging with customers and stakeholders across multiple teams Strong collaborative approach, supporting shared outcomes and service consistency Technical & Organisational Skills Proficiency in Microsoft Office (Excel, Word, PowerPoint, Visio) Strong organisational skills with the ability to manage workloads and priorities effectively.

At Cadent, we’re thrilled to be part of the future of UK energy! We have a clear roadmap to drive our performance to the forefront of our industry and support the UK government in achieving its net zero targets by 2050. We’re making a difference through innovation and new ways of working. Together, we’re shaping a cleaner, greener future for our 11 million customers, whom we put at the heart of everything we do.

What’s In It for You Here at Cadent, we recognise that our people are truly unsung heroes. Quietly confident, delivering every day - that’s why we’re committed to supporting our people to get the best out of themselves. For this role, we offer: Annual bonus Pension Scheme double matched up to a total of 18% of salary 25 days holiday, plus statutory days, and an option to buy more An extra day off each year to celebrate life’s special moments Career development with funded learning options Flexible working and strong ED&I commitments Generous family policies and flexible benefits Retail discounts, gym access, and more We support a healthy work-life balance and are open to flexible working options.

Diversity and Inclusion Don’t meet every requirement? No problem! If you’re excited about this opportunity but your experience doesn’t align perfectly with every qualification mentioned, we would still love for you to submit your application – you may just be the right person for this role or other opportunities at Cadent.

We value diversity and are committed to being an equitable employer. Our employee communities – Women in Cadent, Pride at Work (LGBTQ+), Embrace (ethnicity and religion), Thrive! (disability), the Cadent Military Community, the Grief Awareness Community, and the Men's Engagement Network (M.E.N) – can’t wait to welcome you!

As a proud Disability Confident Leader, we guarantee to interview all disabled applicants who meet the minimum essential criteria for the vacancy. Please let us know if you require any reasonable adjustments at any stage of the recruitment process and we will ensure that support is provided. What’s next? To be considered for this role, please submit your application with an up-to-date CV and our Talent Acquisition team will get in touch soon.

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