At a Glance
- Tasks: Lead the optimisation of telephony systems and enhance customer experience.
- Company: Barchester, a supportive employer with great progression opportunities.
- Benefits: Remote work, wellbeing support, and retail discounts.
- Other info: Join a dynamic team and grow your career in a rewarding environment.
- Why this job: Make a real impact on customer journeys and drive operational efficiency.
- Qualifications: Experience in contact centre telephony systems and data analysis skills.
The predicted salary is between 35000 - 45000 £ per year.
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 accurate, and performance is visible across all channels.
Manage telephony systems and platforms including but not limited to:
- Salesforce
- 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. 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.
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. Confident in call listening, feedback delivery and coaching support.
Access to a range of retail and leisure discounts. Access to a range of wellbeing support and Best Doctors Service. 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 Services Team Leader - Chief Executive - Customer services in Washington employer: Barchester Healthcare
Barchester is an exceptional employer that prioritises employee growth and well-being, offering a supportive work culture where team members can thrive. With the flexibility of remote working and regular team interactions in Newcastle, employees benefit from a collaborative environment that encourages innovation and professional development. The company provides access to various retail and leisure discounts, as well as comprehensive wellbeing support, making it a rewarding place for those seeking meaningful careers in customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Team Leader - Chief Executive - Customer services in Washington
✨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
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions related to customer service and data analysis. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your relevant experience.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your interest in the role can leave a lasting impression and keep you top of mind for the hiring team.
We think you need these skills to ace Customer Services Team Leader - Chief Executive - Customer services in Washington
Some tips for your application 🫡
Tailor Your CV:Make sure your CV is tailored to the Customer Services Team Leader role. Highlight your experience with telephony systems and data analysis, as these are key aspects of the job. We want to see how your skills align with what Barchester is looking for!
Showcase Your Data Skills:Since this role involves a lot of data analysis, don’t forget to showcase your Excel skills! Include examples of how you've used data to drive decisions or improve processes in previous roles. We love seeing numbers tell a story!
Be Clear and Concise:When writing your application, keep it clear and concise. Use bullet points where possible to make it easy for the hiring team to spot your key achievements. We appreciate straightforward communication, just like you would with customers!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about Barchester and what we stand for!
How to prepare for a job interview at Barchester Healthcare
✨Know Your Telephony Systems
Before the interview, make sure you brush up on your knowledge of telephony systems like Salesforce and Mediahawk. Be ready to discuss how you've used these platforms in the past and any specific improvements you've made to enhance customer experience.
✨Data is Your Best Friend
Since this role involves a lot of data analysis, come prepared with examples of how you've used data to drive decisions. Think about times when you've identified trends or opportunities that led to improved IVR performance or customer satisfaction.
✨Showcase Your Coaching Skills
As a Customer Services Team Leader, you'll need to support and coach your team. Prepare to share examples of how you've delivered feedback and helped others improve their performance, especially in call listening and quality assurance.
✨Be Ready to Discuss Customer Journeys
Understand the importance of optimising customer journeys. Be prepared to talk about how you've managed IVR routings in the past and any strategies you've implemented to improve commercial results or customer outcomes.
