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.
Ensure a consistently high level of service across all and work streams - helping to drive fair, effective and positive customer outcomes.
Identify opportunities to apply process improvement and best practice methodologies that enhance customer performance and service delivery.
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.
Work closely with customer contact teams, network colleagues and stakeholders to share insight, support resolution activity and promote service excellence.
Develop strong cross‑functional relationships and gain exposure to quality assurance, audit activity, performance reporting and improvement delivery.
You’re a detail‑focused, quality‑driven professional with the confidence to review, challenge and improve how we deliver for our customers.
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.
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:
We support a healthy work-life balance and are open to flexible working options.
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. To learn more about Cadent, visit our website at Home - Cadent Gas Ltd
Be part of something big. Help shape the future of gas for generations to come.
We are Cadent, the largest gas distribution network in the UK. With over 6,000 colleagues, working across five gas networks, we keep the energy flowing to 11 million homes and businesses, to keep communities safe, warm and connected.
Ambitious, motivated and with a clear roadmap for the future, we want everyone, in every role at Cadent, playing an active part in helping us achieve our vision for the future of gas. We want you to be as committed as we are to keeping the energy flowing for generations to come.
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