Customer Service Executive

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 creating 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.

• 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, where necessary, support the homes in emergency situations.
• 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.
• Manage all telephone numbers with a trackable number supplier to ensure optimisation of volume, appropriate spend in line with agreed contract, and proper functioning.
• Review and assess all telephony reporting to understand which customer journeys result in conversions; collaborate with the marketing teams to drive more successful commercials based on what works.
• Complete reporting reviews periodically, reviewing measurement in place and completing data analysis to identify problem areas in reporting.
• Use voice analytics to share feedback and reporting on the experience offered, making recommendations for change or sharing best practice where relevant to drive improved quality and increase admissions.

• 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.
• Confidence in call listening, feedback delivery and coaching support.

• 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.