Job Title: Quality & Development LeadSalary: Up to £33,500Location: Chiswell Court, DunstableWe are looking for a Quality & Development Lead for Guest Support, you’ll be joining us...
Job Title: Quality & Development Lead
Salary: Up to £33,500
Location: Chiswell Court, Dunstable
We are looking for a Quality & Development Lead for Guest Support, you’ll be joining us on our exciting journey to enhance our guest experience and embed new ways of working. Building relationships with our outsourced partner to share best practice.
We’re Whitbread the UK’s largest hospitality business with over 1,200 hotels and restaurants across the UK but we’re more than that. We’re the 38,000 people who make everyday experiences special that delight over 5 million guests every month.
Why you’ll love it here
Healthcare: BUPA healthcare
Discounts: Up to 60% discount on Premier Inn stays and 25% discount on our Restaurant brands
Bonus: Up to 10% company performance related bonus
Check out all our benefits here: https://www.whitbreadcareers.com/about-us/benefits/
What you’ll do
As the Quality & Development Lead, you will use your skills and experience to deliver a class leading training experience to our new starters and existing teams. In addition, you will also be using your unique skillset to assess call, email and live chat quality, providing feedback and support to our agents and advisors. You will use insight and feedback to create and deliver relevant upskilling training, or tailored sessions, to ensure our agents and advisors are supported and developed.
You will be responsible for creating the blueprints of all quality and training processes, criteria and ensure we are maintaining high standards across the team.
In this diverse role you will also support the Learning & Development Manager with any supplementary training required to roll out, such as new tech implementations. You will use your experience to ensure the right method of training is provided at the right times.
What we need
Experience of creating, reviewing and maintaining training materials to deliver required outcomes. Using new ideas and own experience to enhance the material.
Demonstrate experience of delivering training suitable for all learning styles and audiences. Using various training methods to engage everyone.
Demonstrate experience to spot and analyse trends, actively providing feedback and ways to improve to various stakeholders. Continuously looking to enhance the guest experience.
Be part of our Contact Centre team at Whitbread
From the moment you enter you feel the energy, pace and excitement. These are the people finding the right solutions and delivering the smiles far and wide, from our loyal brand supporters right through to Whitbread newbies. Giving our Premier Inn guests the experience they deserve is what we stand for here. Join an environment that just keeps on giving, with opportunities to take your career in new directions with our backing. Influence the future of our customer service operation as we enter new areas and locations across the globe.
#LI-SF1
We believe that everyone is unique and there should be no barriers to entry and no limits to ambition. We are committed to being an inclusive organisation that values diversity and welcomes your application whatever your background or situation.
Under-represented groups such as women, ethnic minorities, people with disabilities & members of the LGBTQIA+ community (those who identify as lesbian, gay, bi, trans and non-binary or those who use a different LGBTQIA+ term), are strongly encouraged to build a career with us. Speak to us about workplace adjustments, part-time and flexible working. Where possible we will support this.
Job ref: 61912-4492
Advertised: 15 Apr 2025
