At YardLink we’re on a mission to build the world’s best procurement platform for the construction industry. We’re reimagining the supply chain for one of the largest yet least digitised sectors on the planet, to make ordering between contractors and suppliers easier, more efficient, and more cost-effective - the Amazon marketplace for construction.

Since our launch in 2018, we’ve served thousands of customers and projects across the UK. We’re growing quickly and are backed by fantastic investors, including leading venture capitalists and business angels, who share our vision. 

We’re looking for a Quality Assurance Executive to come and support our operations, sales, and finance teams with the goal to ensure a fantastic end-to-end journey for our suppliers and customers. You will have experience in 5* customer service and be responsible for analysing all of our written and verbal communication with our customers across the business. Experience as a Customer Service Advisor or Contact Centre Call Handler/Supervisor would be beneficial. 

This role is based in King’s Cross in Central London but is very much a hybrid role with 2/3 days a week in the office depending on your circumstances and travel time.

About the Role:

As a Quality Assurance Executive, you will be responsible for monitoring the Operations and other teams to ensure YardLink customers are being provided with exceptional service at all times. You will be:

• Listening into calls and analysing the quality of the communication on the call relating to company message, attitude and accuracy of information

• Examining all forms of external e-mail and written correspondence and being able to make suggestions to improve quality

• Making recommendations towards how we communicate with our customers and suppliers and being able to liaise with different departments to help tailor bespoke communication

• Using our internal scoring matrixes that measure the quality of our communication and scoring all correspondence on a percentage basis, feeding back to our Sales and Operations teams

• Working on our OMS system and Hubspot, and analysing the accuracy of the information, ensuring there’s enough information and that it’s all correct and up to date

• Collaborating with the Sales and Operations teams to deliver an aligned customer experience

• Reporting to BizOps Manager

Knowledge and Experience:

• 1- 3 years’ worth of experience working within a supervisory role in a contact centre or customer service focussed environment

• Experience of using systems to report on and analyse information

• Experience working within an analytical role, with the ability to be able to assess the quality of information

• The ability to be able to communicate effectively between departments and suggest recommendations based on your own subject matter expertise

• Proven track record of working with a fast paced, high-volume environment, being able to manage a number of different tasks at any one time

• Performance and results focused, eager to drive continuous improvement across different areas of the business

• Excellent analytical skills with experience of, and comfort with working in a data-driven environment

• Strong verbal and written communication skills

• Passionate about the customer experience, a customer champion

• Strong interpersonal and influencing skills

• Highly organised with excellent attention to detail

• A team player that can suggest new ways of working and can help to improve processes

• Posses a willingness to learn and experience ongoing personal growth

• A proactive individual with a “can-do” attitude (self-starter)

Salary: £27k - £32k, dependant on experience