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

Barchester's Customer Experience team seeks a detail-driven Customer Service Executive to optimise telephony systems and enhance quality within the contact centre. This role involves configuring and maintaining telephony platforms to improve customer experience and efficiency, analysing performance data, and supporting the development of agents. Responsibilities include managing Salesforce and Mediahawk systems, optimising IVR routings for better commercial results, and introducing voice analytics for call listening and quality improvement. The position supports telephony matters across the business, ensuring reliable systems and data accuracy. Remote work is offered with regular meetings at the Newcastle contact centre.

About us

Barchester Healthcare is a prominent organisation providing exceptional healthcare services, and it is dedicated to improving customer experience through its contact centre services. With a focus on quality and efficiency, Barchester aims to enhance customer interactions and optimise operational processes. They are committed to empowering employees to develop their skills and offer career progression opportunities within a supportive team environment. Having received a two-star outstanding rating by Best Companies and recognition in the Top 25 Best Big Companies to Work For in the UK, Barchester Healthcare stands as an employer that values employee satisfaction and growth.

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, managing IVR journeys, confidence with data-driven decision-making, supporting customer feedback, reviews and social media, and call listening with feedback and coaching skills.

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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