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- Tasks: Lead the optimisation of telephony systems and enhance customer experience in our contact centre.
- Company: Join Barchester, a top-rated employer in health and social care.
- Benefits: Enjoy retail discounts, wellbeing support, and career development opportunities.
- Other info: Be part of a dynamic team recognised for excellence in the workplace.
- Why this job: Make a real impact on customer journeys while working remotely with a supportive team.
- Qualifications: Experience with contact centre telephony systems and a passion for delivering great service.
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. 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 RESPONSIBILITIES:
- 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.
Customer Service Executive employer: Barchester Healthcare
Contact Detail:
Barchester Healthcare Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Executive
✨Tip Number 1
Get to know the company inside out! Research Barchester's values, mission, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice makes perfect! Before any interviews, do some mock calls or role-plays with a friend. Focus on how you'd handle customer queries and showcase your telephony expertise. Confidence is key!
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or join relevant groups. Engaging with others in the industry can provide insights and even lead to referrals. Plus, it shows you're proactive!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Customer Service Executive
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with telephony systems and customer service. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Show Your Data Skills: Since this role involves a lot of data analysis, be sure to mention any experience you have with performance metrics or reporting. We love candidates who can demonstrate their ability to use data to drive decisions and improve customer experiences.
Be Proactive in Your Approach: We’re looking for someone who takes initiative, so don’t just list your responsibilities—share examples of how you’ve gone above and beyond in previous roles. Highlight any improvements you’ve made or challenges you’ve overcome!
Apply Through Our Website: To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to see your application and get you into the process as smoothly as possible!
How to prepare for a job interview at Barchester Healthcare
✨Know Your Telephony Systems
Make sure you brush up on your knowledge of telephony systems like Salesforce and Mediahawk. Be ready to discuss how you've managed or optimised these platforms in the past, as this will show your expertise and confidence in handling the technical aspects of the role.
✨Data is Your Best Friend
Since the role involves a lot of data analysis, come prepared with examples of how you've used data to inform decisions in previous roles. Think about specific metrics you've tracked and how they impacted customer journeys or operational efficiency.
✨Showcase Your Quality Improvement Skills
Be ready to talk about your experience with call listening and performance measurement. Share specific instances where your feedback led to improvements in customer interactions or agent performance, as this will highlight your proactive approach to quality enhancement.
✨Demonstrate Your Organisational Skills
Given the need for a proactive and organised approach, prepare to discuss how you manage multiple tasks and priorities. Use examples from your past work to illustrate your ability to stay on top of reporting reviews and telephony management while driving improvements.