Quality Assurance - Customer Service

We are on the lookout for a passionate and professional individual with high level of customer service experience to join our award winning team!

The Quality Assurance Team are a vital part of driving our performance; by monitoring client interactions, NPS scores, and developing and coaching each team mate, they ensure our amazing service standards never slip. This individual approach is key, with the team always seeking to understand the needs of an individual's development, just as we do with our clients.

Since introducing our Quality Assurance Team in 2015 we have taken our Net Promoter Score to the next level, along with our team's skills and confidence. We've empowered our engineers to make quicker decisions for you, ensuring they have the knowledge to handle your needs effectively.

Going above and beyond is the UKFast way. By creating consistently amazing conversations with our clients we've seen our NPS score grow.


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Role includes:

  • Assess and develop a key area of the business 
  • Reviewing communication to find opportunities to continuously improve our exceptional level of customer service
  • Provide 121 coaching to develop individuals skills and confidence
  • Monitor telephone calls and written communication between team members and existing customers to ensure amazing customer service standards, highlight training areas and discover superstars
  • Create individualised training programmes based on individuals needs on your key area

What we require:

  • Strong customer service background and experience
  • Passionate about high standards and attention to detail
  • People oriented and supportive in your approach


The role comes with the following benefits:

  • Pension Scheme with significantly higher matched contributions
  • Birthdays off as an extra paid holiday
  • A Tax paid bonuses of £1000 after 5 years, and an amazing £10,000 after 10 years with the team
  • Private BUPA healthcare cover after a years’ service
  • Full paid maternity leave for first 16 weeks and full paid paternity leave for 2 weeks after two years' service
  • Award-winning training and education centre with three full-time teachers who help you obtain accreditations, develop and learn
  • An extra weeks holiday the year you get married
  • Coming soon : Share Scheme - own a piece of the business you help build

We have some amazing facilities at our expanding UKFast campus including:

  • On-site gym with steam room – we also have weekly classes such as Boot Camp and Yoga
  • Sports clubs such as running, football and netball
  • Free kettle bells, pyramid, spinning classes and circuit training
  • Games zone with arcade games and retro consoles to play
  • Free fresh fruit delivered to the office
  • A bar - free drinks on a Friday to end the week
  • Crèche on site – somewhere to play when your kids come to visit
  • A giant slide
  • Table tennis and pool tables     
  • Onsite parking
  • Quiet zones and sleeping pods
  • Future plans to have a dog kennels for dog lovers to bring their dog to work

We also have fantastic opportunities and run special events such as:

  • Cinema nights to movie premieres
  • UKFest – our incredible festival with live bands, free food and drink for the entire company, friends and family
  • Team building experiences at our Wales training centre – including climbing Snowdon
  • Regular pub quizzes with our very own quiz master - friends and family are also welcome
  • Friends and family events at Christmas
  • Family days out to Chester Zoo
  • LAN parties
  • The opportunity to go skiing in Switzerland

If this sounds like the place for you - Apply Now! Fill in the form below, we look forward to hearing from you!