Quality Assurance Manager

Job description

Are you ready to power everyday life for millions? Join #TeamPowergrid and power your career!

An exciting opportunity is available for a Quality Assurance Manager to join the Customer Service team. The Quality Assurance Manager plays a pivotal role in enhancing the quality of Northern Powergrids service offering by implementing robust quality assurance frameworks and routines. This individual will lead the delivery and ongoing maintenance of quality standards, fostering a culture of accountability and continuous improvement.

The role is responsible for driving customer excellence, recognising achievements, and ensuring consistent, high-quality outcomes. The position includes leading a dedicated team committed to achieving and sustaining a 10/10 standard across the business.

Along with a competitive salary of £45,000 DOE, we also offer great benefits such as:

• Up to 15% Performance Bonus
• 25 days holiday plus bank holidays and the ability to trade holidays as tenure increases
• Transport provision will be provided by either car allowance or access to the car ownership scheme
• Excellent opportunities for career growth
• Enrolment into our pension scheme
• Onsite parking

Key Responsibilities:

• Deliver quality assurance and accountability reviews for key processes that influence the customer experience.
• Champion quality assurance and strong accountability across the business ensuring there is appropriate oversight of key activities that can influence the customer experience.
• Continually consider enhancements to our quality assurance routines, adapting to business requirements and recommending where additional focus is required to enable us to consistently meet 10/10 standards.
• Embrace and support new technology which could support in the enhancements of quality routines.
• Identify risks to customer experience and service quality early. Work with key stakeholders on improvement areas with the support of the Customer Service Improvement Managers.
• Perform quantitative and qualitative analysis to inform actions, using a range of data sources to underpin recommendations. Raise recommendations for improvement to service offerings and work with leaders to make sure these opportunities are captured and planned for improvement.

Key Competencies:

• Ability to lead and motivate a team across multiple locations.
• Ability to analyse information (quantitative and qualitative) and to recommend improvement propositions.
• Ability to work on concurrent tasks whilst meeting agreed deadlines.
• Be proficient in Microsoft office – PowerPoint, Word, Excel, Visio.
• Ability to take initiative and adapt quickly to changing demands and priorities.

Qualifications & Experience

Essential Qualifications & Experience:

• Evidence of successfully delivering quality assurance frameworks.
• Experience working in either a customer focussed or utilities function, completing similar responsibilities.
• Experience leading a team.
• Experience in successfully influencing senior level stakeholders.
• Drivers license

Desirable Qualifications & Experience:

• Evidence of successfully delivering and driving accountability within teams.
• Relevant University Degree.
• Experience of implementing AI to support quality routines.
• Quality assurance in a fast-paced customer service environment.
• The ability to think critically and openly whilst being able to display complex information simply.

In order to comply with our electricity distribution license, we have to ensure our colleagues are fit and proper to visit and enter our customers premises. Consequently, as this role may involve visiting and entering our customers premises, please be aware that the successful candidate will be subject to a basic Disclosure and Barring Service (DBS) check. Please confirm in our application if you are content for this check to be completed.

Applicants are considered on the basis of their suitability for the post irrespective of sex, marital status, sexual orientation, gender re-assignment, race, age or disability, in accordance with the Equality Act 2010.

Extra information

Status

Open

Education Level

Secondary School

Location

Sunderland

Type of Contract

Full-time jobs

Published at

04-02-2026

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English