Customer Service Executive

Customer Service Executive focuses on daily role will include data analysis to identify trends and opportunities to drive ivr performance.

What the role involves

• Daily role will include data analysis to identify trends and opportunities to drive IVR performance.
• 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.
• Managing 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.

Skills and requirements

• 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 co.
• Excel experience in presenting data, data group and create graphs is essential.
• 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 qua.
• Experience supporting customer feedback, reviews and social media.

Confirmed role details

• Remote working from home with regular team meetings at our contact centre in Newcastle.
• 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.
• Access to a range of retail and leisure discounts.
• Access to a range of wellbeing support and Best Doctors Service.

Candidate fit

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

Additional role context

• Introduce voice analytics to listen to calls.
• Use voice analytics to understand the customer journey and service being received by our customers.
• 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.