Customer Service Executive

Job summary

Barchester's Customer Experience team are looking for a detail-driven Customer Service Executive to lead the optimisation of our telephony systems and elevate quality across our contact centre and customer journey.

Remote working from home with regular team meetings at our contact centre in Newcastle.

Daily role will include data analysis to identify trends and opportunities to drive IVR performance.
In this role, you'll take ownership of our telephony platforms, ensuring they are configured, maintained, and continually improved to enhance customer experience, reduce unnecessary contact, and maximise operational efficiency.

You'll play a key part in analysing performance data, maintaining accurate reporting, and providing valuable insights that help shape how we manage call volumes and spend. Excel experience in presenting data, data group and create graphs is essential.

You'll be the go-to expert for telephony matters across the business, supporting both existing sites and new home openings, ensuring systems are reliable, data is accurate, and performance is visible across all channels.

KEY RESPONSABILITIES:
Manage telephony systems and platforms including but not limited to: - Salesforce and Mediahawk
Optimise customer journey through managing IVR routings making decisions to change routings to improve commercial results and or in emergency in support of the homes
Introduce voice analytics to listen to calls
Use voice analytics to understand the customer journey and service being received by our customers. Work alongside the Contact Centre to drive improved quality and increase admissions using findings.
Management of all telephone numbers with trackable number supplier to ensure optimised in volume of numbers, appropriate spend in line with agreed contract and working properly
Review and assess all telephony reporting understanding what customer journeys result in conversions and working with the marketing teams to drive more commercials based on what's working
Complete reporting reviews periodically, reviewing measurement in place and completing data analysis, identifying problem areas in reporting
Use voice analytics to share feedback and reporting on the experience being offered, making recommendations for change or sharing best practice where relevant to drive improved quality and increase admissions

NEED TO HAVE:
Experience administering contact centre telephony systems and platforms
Managing and optimising IVR journeys to improve customer outcomes Confidence working with data to inform decisions
Experience supporting customer feedback, reviews and social media
A proactive, organised approach and a passion for delivering great work
Confident in call listening, feedback delivery and coaching support.

REWARDS PACKAGE:
Access to a range of retail and leisure discounts
Access to a range of wellbeing support and Best Doctors Service
Opportunity to develop within a hugely supportive team

Barchester have proudly been awarded a two-star outstanding rating by Best Companies, ranked 11th in the top 20 Best Health & Social Care Companies to work for and 14th in the Top 25 Best Big Companies to Work For in the UK.
If you are looking to develop a career with an employer that is supportive and offers progression opportunities, Barchester is an empowering and rewarding place to be.