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For Companies At a Glance
- Tasks: Conduct customer surveys and gather valuable insights through engaging conversations.
- Company: Join LiveWest, a values-driven company focused on community and collaboration.
- Benefits: Enjoy hybrid working, generous leave, health perks, and personal development opportunities.
- Why this job: Make a real impact by helping us understand what matters to our customers.
- Qualifications: Great communication skills and a passion for delivering excellent customer service.
- Other info: Be part of a supportive team dedicated to creating vibrant communities.
Join to apply for the Telephone Researcher role at LiveWest
5 days ago – Be among the first 25 applicants
Are you a great communicator with a passion for delivering excellent customer service? Do you enjoy speaking with people and gathering valuable insights? If so, we want to hear from you!
Key Responsibilities
- Conduct customer surveys: Deliver telephone surveys professionally, following scripts and quality standards to gather meaningful feedback.
- Meet performance targets: Achieve monthly goals for completed surveys while maintaining high standards of customer care.
- Maintain accurate records: Record responses clearly and consistently, ensuring all data is filed and stored in line with GDPR and research ethics.
- Identify and elevate feedback: Spot urgent or important feedback and refer it to the appropriate teams for prompt action.
- Collaborate with the team: Work closely with colleagues across departments, contributing to service improvements and team success.
- Support continuous improvement: Participate in feedback sessions, adopt new systems, and help refine processes to enhance customer experience.
Why Join LiveWest
At LiveWest, we believe in putting our customers and colleagues first. As a Telephone Researcher, you will play a vital role in helping us understand what matters most to our customers. You will be part of a supportive, values‑driven team that’s committed to learning, improving, and making a real difference. If you are looking for a role where your voice matters and your work has purpose, LiveWest is the place for you.
Working Hours & Location
This role is being offered on a part time, permanent basis working 22.2 hours per week. The hours will be spread out from Monday to Friday (excluding Tuesday, Wednesday and Thursday mornings). The successful candidate will ideally work up to 6:30 pm twice weekly. Hybrid working is available for this role, working 1–2 days per week in the Exeter office, dependent on business need. For further information about this role, please view our candidate information pack.
Skills
- Good knowledge of the delivery of great customer service.
- Articulate, with excellent customer care and interpersonal skills.
- Ability to meet call volume targets and deadlines.
- Ability to manage a variety of telephone responses including occasional challenging conversations.
- Able to maintain efficient, clear and up‑to‑date records.
- Able to make a positive contribution to the development of procedures and controls.
- Computer literate with the ability to use the MS 365 software.
- Accurate and good attention to detail.
- Reliable and able to work unsupervised.
Please note: This role is not eligible for a CoS. Applicants must have the right to work in the UK for the full duration of the role without requiring a CoS.
Our Reward And Benefits
- Working Style: Hybrid working with 2–3 days in the office to support your work/life balance.
- Generous Annual Leave: Start with 26 days, plus bank holidays, increasing to 30 days with length of service – and the option to purchase up to 5 extra days (pro‑rated for part‑time roles).
- Pension Contributions: Enjoy up to 9% employer contributions with our Defined Contribution scheme.
- Health Benefits and Perks: Access to a health care cash plan (worth up to £1,100 annually), virtual GP services, discounted gym memberships, and retail discounts including access to a Blue Light Card.
- Learning and Development: Invest in your future with ongoing personal and professional growth opportunities.
- Family Support: Policies designed to help you balance work and family life, including a new child payment.
- Wellbeing Matters: Prioritise your health with mental health support, enhanced sick pay, wellness campaigns, and free flu jabs.
- Smarter Travel: Save with our Cycle to Work and Car Benefit schemes.
- Giving Back: Up to four paid volunteering days a year to support our communities.
About Us
At LiveWest, we are united by a shared mission: to create a home for everyone. Each of us takes pride in playing our part in achieving this goal. Our values guide everything we do – from how we work together to how we deliver exceptional services to our customers. Collaboration is at the heart of LiveWest, and we believe that we achieve more when we deliver together. As one of the largest employers in the South West, our team of 1,800 talented colleagues provides a wide range of services to our 80,000 customers. We are passionate about nurturing local talent and creating opportunities for people within the communities we serve. We are committed to supporting our colleagues, giving them the autonomy and encouragement they need to thrive and reach their full potential. Together, we are building brighter futures for everyone.
Inclusion At LiveWest
At LiveWest, we are committed to fostering an inclusive and diverse workplace where everyone feels valued, respected, and empowered. We believe that our differences drive innovation, creativity, and excellence, and we strive to create an environment where all colleagues can thrive. As a proud member of Inclusive Employers, a Disability Confident Employer, and a signatory of the Armed Forces Covenant, we are dedicated to supporting all our colleagues and ensuring that our workplace is welcoming and accessible to all. We welcome individuals of all backgrounds, experiences, and perspectives to join our team. LiveWest is dedicated to equal opportunity and actively works to eliminate discrimination and promote diversity at all levels. Join us in our mission to create vibrant and inclusive communities. Make a difference with LiveWest, where every voice is heard, and every contribution is valued.
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Telephone Researcher employer: LiveWest
Contact Detail:
LiveWest Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Telephone Researcher
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on LiveWest. Understand their values and mission, and think about how your skills as a Telephone Researcher can contribute to their goals. This will show them you’re genuinely interested.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or family member. Focus on showcasing your communication skills and customer service experience, as these are key for the Telephone Researcher role.
✨Tip Number 3
Be ready to share examples! Think of specific situations where you’ve excelled in customer service or handled challenging conversations. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’d be a perfect fit for the team!
We think you need these skills to ace Telephone Researcher
Some tips for your application 🫡
Show Off Your Communication Skills: As a Telephone Researcher, your ability to communicate effectively is key. Make sure your application highlights your customer service experience and any relevant skills that showcase how you connect with people.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific requirements of the Telephone Researcher role. Mention how your past experiences align with the responsibilities listed in the job description.
Be Detail-Oriented: Attention to detail is crucial for this role, especially when it comes to maintaining accurate records. Ensure your application is free from typos and clearly structured, demonstrating your ability to keep things organised.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining our team at LiveWest!
How to prepare for a job interview at LiveWest
✨Know Your Customer Service Basics
Brush up on your customer service skills before the interview. Be ready to discuss how you’ve handled challenging conversations in the past and how you ensure a positive experience for customers. This role is all about communication, so showing that you understand the importance of great service will set you apart.
✨Familiarise Yourself with GDPR
Since maintaining accurate records in line with GDPR is crucial, make sure you understand the basics of data protection. Be prepared to talk about how you would handle sensitive information and why it’s important to keep customer data secure. This shows you’re not just a great communicator but also responsible.
✨Practice Your Telephone Skills
Since this role involves conducting telephone surveys, practice your phone etiquette. Try role-playing with a friend or family member to get comfortable with delivering scripts and handling various responses. The more confident you are on the phone, the better you’ll perform during the interview.
✨Show Your Team Spirit
LiveWest values collaboration, so be ready to share examples of how you’ve worked well in a team. Discuss any experiences where you contributed to service improvements or helped refine processes. This will demonstrate that you’re not just focused on individual success but also on the success of the team.