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. 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. 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. Alongside systems management, you'll drive quality improvement within the contact centre through call listening, performance measurement, and data analysis.

Main duties of the job

The Customer Service Executive at Barchester Healthcare will lead the optimisation of telephony systems to elevate quality across the contact centre in Gateshead. The role involves taking ownership of telephony platforms to ensure they are configured and maintained properly. The candidate will work on enhancing customer experience, reducing unnecessary contact, and maximizing efficiency. The Customer Service Executive will be involved in analysing performance data, maintaining accurate reporting, and will provide insights to shape the management of call volumes and spend. They will become the go-to expert for telephony issues across the business, supporting existing sites and new home openings. Other responsibilities include driving quality improvement within the contact centre and supporting agents' development by identifying problem areas and improvement opportunities through call listening and data analysis. Benefits include retail and leisure discounts, wellbeing support, and opportunities for personal and professional development in a supportive team environment.

About us

Barchester Healthcare is a leading provider of high-quality care services across the UK, with a focus on providing exceptional service to clients and their families. The organisation prides itself on offering innovative and reliable healthcare solutions tailored to the individual needs of clients. The company received awards for being one of the top-rated health and social care employers in the UK, demonstrating its commitment to employee satisfaction and workplace excellence. Barchester Healthcare fosters an empowering work environment where staff have opportunities to grow and develop their professional skills. As part of its mission, the company utilizes cutting-edge technologies and tools to ensure the continuous delivery of excellent service. Employees at Barchester Healthcare are engaged in a supportive community dedicated to enhancing the quality of care and making a positive impact through their work.

Job description

Job responsibilities

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.

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.

Alongside systems management, you'll drive quality improvement within the contact centre through call listening, performance measurement, and data analysis. By identifying trends, problem areas, and opportunities for improvement, you'll help raise the standard of customer interactions and support the development of our agents.

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.

Person Specification

Qualifications

Essential

Experience administering contact centre telephony systems and platforms. Skills in managing and optimizing IVR journeys to improve customer outcomes. Confidence working with data to make informed decisions. Experience in supporting customer feedback and social media reviews. Proactive, organized approach with a passion for delivering great work. Competence in call listening, feedback delivery, and coaching support.

Disclosure and Barring Service Check

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.

Employer details

Employer name

Barchester Healthcare

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