Quality Assurance Coach (Business Developer Services)

Job Description

This is a fantastic opportunity to join United Utilities as a Quality Assurance Coach within Developer Services, supporting teams operating at the heart of the competitive commercial water market.

In this role, you will work closely with operational teams across Developer Services to enhance performance, quality and customer experience. Using insight from performance data, you will deliver impactful coaching and drive continuous improvement, helping teams consistently achieve strong OPS and D-MeX outcomes.

You will play a critical role in embedding sustainable process and behavioural change, ensuring excellent service delivery for Developers, while supporting efficiency and compliance in a fast-evolving market environment.

What You Will Be Doing

Quality, Coaching and Performance Improvement

• Carry out quality assurance checks on a random selection of completed work across telephony and correspondence, providing clear, constructive feedback and maintaining high quality coaching logs to support colleague development
• Analyse individual and team performance data to identify trends, provide regular insight to team managers and evaluate improvement opportunities that drive service excellence, sustainability and cost efficiency
• Lead effective performance based coaching using a range of techniques and styles, supporting individuals and teams to achieve quality KPIs, including creating structured improvement plans where standards are not met
• Support team managers, and leadership teams with workflow and jeopardy management through the use of performance dashboards, ensuring regulatory requirements and market service level agreements are consistently met
  
  

Process Excellence and Customer Experience

• Ensure user guides, processes and procedures are accurate, up to date and fully understood, while arranging quality assurance checks, forums and improvement sessions as part of the continuous service improvement cycle
• Drive service and quality improvements for Developers, using satisfaction surveys, service reviews and Point of Exit feedback to inform action and measure success
• Provide guidance on escalated queries, support new team members through training and upskilling, and work closely with operational managers and fellow Quality Assurance Coaches to ensure consistency in quality checking and policy application
• Use contact and performance data to accurately identify root causes of Developer enquiries, driving improvements through coaching, process change and formal change requests to reduce future contact demand
  
  

Leadership, Insight and Specialist Expertise

• Identify missed opportunities in the Developer journey and address underperformance through coaching, performance review and weekly coaching and consistency meetings focused on root cause, prevention and improvement
• Act as a subject matter expert in the analysis and development of processes, procedures and ways of working, promoting standardisation, simplification and efficiency in line with market codes

Skills & Experience

• Strong industry, business and Developer knowledge, with a clear understanding of United Utilities policies, processes, regulatory requirements and wholesale service level agreements
• Proven customer service and relationship management capability, acting confidently as a Developer Service champion while delivering high quality outcomes
• Excellent communication and interpersonal skills with the ability to influence, challenge constructively and build credibility and rapport at all levels
• Highly self motivated, able to manage personal performance, priorities and workload effectively while working on own initiative
• Strong ability to build and maintain productive working relationships across teams to ensure service performance is maintained and issues are resolved promptly
• Attentive listener with the confidence to use open and closed questioning techniques to help individuals identify actions and solutions for their own development
• Demonstrated experience empowering others through assessment, coaching and mentoring, including influencing and motivating colleagues outside of direct line management
• Experience driving new initiatives, process improvements and changes in ways of working, with a focus on continuous improvement and consistency
• Strong planning and prioritisation skills, balancing deadlines and competing demands while maintaining focus on service delivery
• A collaborative team player who contributes to shared goals, driving high Developer satisfaction and strong peer comparison results
• Experience setting realistic goals and SMART objectives to support sustained performance improvement

Why This Role

This role offers real influence, visibility and purpose. You will help shape how services are delivered in a competitive market, support teams to perform at their best and make a measurable difference to Developer experience.

You will work in a collaborative, forward thinking environment where your insight, coaching skill and expertise are valued. If you enjoy developing people, improving processes and raising standards, this is a role where you can truly leave your mark.

Benefits

• 26 days holiday which increases to 30 days after four years of service (increases one day per year), in addition to 8 bank holidays
• Competitive pension with up to 14% employer contribution and life cover
• Up to 7.5% performance related bonus plus recognition awards
• Company funded healthcare plan
• MyGymDiscounts offering savings on gyms and digital fitness
• Access to Best Doctors, Salary Finance and Wealth at Work
• Retail deals and discounts
• EVolve car scheme
• Employee Assistance Programme and mental health first aiders
• ShareBuy scheme
• MORE Choices flexible benefits
• Enhanced parental leave

Ready to make quality count?

If you are passionate about coaching, continuous improvement and delivering excellent service in a dynamic market environment, we would love to hear from you.