Analyse customer conversations and telephony data to improve service performance and resident experience.
Client Details
Our client is a large, well-established housing organisation serving diverse communities across the North West, London and the South East. They are known for their strong social purpose, ongoing investment in digital transformation, and continuous improvement across their customer operations. With sustained growth and a large customer contact operation, they are expanding their analytics capability to strengthen insight, service quality and operational resilience.
Description
This is a key role within a large, fast-paced customer contact operation, supporting a team of 200 frontline advisors and a wider group of 500 colleagues across Customer Service, Income and Lettings. You'll be right at the heart of how customers experience the service every day - using real conversations, customer behaviours and contact trends to drive improvements that make a measurable difference.
We're not looking for a pure tech specialist - we need someone who understands contact centres, how customers speak, why they call, and what frontline teams need to perform at their best. If you've worked with speech analytics in a customer experience environment and know how to turn voice data into operational action, this is the ideal role for you.
A major part of your work (60-80%) will be focused on speech analytics:
Listening to what customers are really saying, spotting trends, pain points and emerging issues
Designing and refining categories and phrase groups based on real-life customer behaviour
Using conversation insights to support coaching, quality, service improvement and performance conversations
Presenting themes and findings in a clear, contact-centre-friendly way managers and advisors can act onYou'll also support the smooth running of the contact centre telephony operation:
Managing call flows and routing to keep queues balanced and customers directed to the right teams
Switching flows on/off during busy periods, storms, outages or urgent service issues
Enhancing the IVR experience to reduce unnecessary customer effort and shorten journeys
Ensuring the operation can continue running during incidents through clear, simple telephony workflow changesAlongside this, you'll provide meaningful reporting and insight that helps improve performance:
Turning data into practical recommendations for Team Leaders and operational managers
Analysing customer demand patterns, repeat contact, call drivers and themes
Using Excel (advanced), Power BI and Dynamics 365 to produce easy-to-understand reports for non-technical audiences
Supporting continuous improvements that enhance the resident experience and improve service outcomes
Profile
We're looking for someone who lives and breathes contact centre operations and understands how customer conversations translate into performance, quality and experience. You'll have hands-on experience using speech analytics in a frontline or customer experience setting - not just running reports, but really interpreting what customers are saying and why.
You'll bring:
Proven experience in a contact centre or customer experience environment, working closely with advisors, team leaders and operational managers
Strong speech analytics experience, including building categories, spotting trends and turning voice data into actionable insights
The ability to understand customer intent, call drivers and behaviour patterns, using this to shape improvements
Experience supporting quality, coaching or performance conversations using real customer interactions
Confidence working with customer and contact data, with advanced skills in Excel and experience using Power BI and Dynamics 365
A knack for translating complex information into simple, practical recommendations frontline teams can use
Strong communication and stakeholder skills - able to challenge, influence and guide colleagues across operations
A collaborative, customer-first mindset with the ability to spot inefficiencies and recommend improvementsNice to have:
Experience in Housing or a regulated customer environment
Exposure to telephony routing, IVR journeys or call flow changes (not technical, but operationally aware)This is a role for someone who understands the rhythm of a contact centre, cares deeply about customer experience, and knows how to use speech and data insight to make services better.
Job Offer
£35,000 - £45,000 salary
Hybrid working - 1 day per week from office
28 days annual leave + bank holidays
Up to 21 paid volunteering hours
Double pension contribution (up to 12%)
Health Cash Plan
Retail and lifestyle benefits
A supportive, inclusive culture with a strong social mission
