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. 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 create 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 accurately reported across all channels. KEY RESPOSIBILITIES: Manage telephony systems and platforms, Opt

Main duties of the job

The position of Customer Service Executive with Barchester Healthcare entails being a pivotal member of the Customer Experience team with responsibilities concerning telephony systems. The role is a remote position but requires regular meetings at the Newcastle contact centre. Key duties include data analysis to optimize IVR performance, maintenance and improvement of telephony platforms to enhance customer experience and operational efficiency, and thorough examination of performance data to manage call volumes. Candidates must have strong Excel skills for data presentation and graph creation and be adept at voice analytics to evaluate customer interactions. The Customer Service Executive will manage telephony systems including Salesforce and Mediahawk, optimizing IVR routings and using voice analytics to support quality enhancements and increase admissions. The position also necessitates managing tracked telephone numbers and offering insights for commercial improvements. Candidates do not require a DBS check or professional registration but need experience with contact centre telephony systems and IVR journeys.

About us

Barchester Healthcare is a distinguished provider in the healthcare sector, known for its commitment to elevating customer experiences across its services. They are recognized for building a supportive work environment and fostering career advancement opportunities. Barchester's values are reflected in their comprehensive approach to employee development, providing access to retail and leisure discounts, and offering a wide range of wellbeing support, including the Best Doctors Service. Barchester's success is also underscored by accolades such as a two-star outstanding rating by Best Companies and placement in the top ranks of Best Health & Social Care Companies to work for in the UK. They are focused on empowering their employees while upholding high standards of service excellence. By supporting both existing sites and new home openings, they ensure customer service systems are consistently reliable and data-driven decision-making is prioritized. With a culture that rewards initiative and offers developmental prospects, Barchester is well-regarded as a progressive and rewarding place to build a career.

Job description

Job responsibilities

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 create 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.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 teamBarchester 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, managing and optimizing IVR journeys to improve customer outcomes; confidence in working with data to inform decisions; experience in supporting customer feedback, reviews, and social media; a proactive, organized approach and a passion for delivering great work; confidence 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

Address

Barchester Healthcare

Washington

NE38 8HZ

United Kingdom

Employer's website

https://www.barchester.com/

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