Customer Service Quality Lead Full Time

Bring your energy to Aggreko as a Customer Service Quality Lead, based in Cannock. We are seeking an experienced training and quality Lead to support the development, performance, and continuous improvement of our customer contact centre teams. This role plays a key part in onboarding new hires, embedding best‑practice processes, and driving high‑quality customer interactions across all channels.

Power without pause. Heating, cooling and oil-free air without end. We keep our customers’ worlds on. From world-class events that last a few weeks to mining operations and remote communities who rely on us for decades.

What you’ll do as a Customer Service Quality Lead:

• Deliver regular call coaching sessions, providing clear, constructive feedback to improve performance
• Develop and deliver comprehensive onboarding programmes for new customer service employees
• Design and facilitate training on new processes, product knowledge, and customer service best practices
• Regularly assess training effectiveness and refresh materials to ensure relevance and impact
• Lead the rollout and implementation of new contact centre processes
• Identify and drive process improvements to increase efficiency, reduce costs, and enhance service quality
• Define, implement, and monitor quality standards across phone, email, and chat interactions

You Are

• Proven experience in training, quality, or performance improvement within a customer contact centre environment
• Strong background in onboarding, coaching, and developing customer service teams
• Experience leading process rollouts and embedding change within operational teams
• Excellent communication and stakeholder management skills, with the ability to influence at all levels
• Collaborative, proactive approach with a strong focus on continuous improvement

Here’s What You’ll Get

• Competitive salary and package
• Performance-based annual bonus in addition to salary
• Company pension scheme with a 9% employer contribution
• Exclusive employee discounts and referral bonuses
• A dynamic, international environment with real development opportunities

Our people are can-do, positive, resilient and persistent. If that feels like you, apply now and build your career with the people bringing energy to the world.

Equal employment opportunity

We welcome people from different backgrounds and cultures, and respect people’s unique skills, attitudes and experiences. We encourage everyone to be themselves at work because we know that’s how we do our best, for each other, for our customers, for the communities where we work, and for our careers.

We are an equal opportunity employer. If you apply for a role at Aggreko, we will consider your application based on your qualifications and experience, and not on your race, colour, ethnicity, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.