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- Tasks: Analyse customer conversations to enhance service performance and improve resident experience.
- Company: A leading housing organisation with a strong social purpose and commitment to digital transformation.
- Benefits: Competitive salary, hybrid working, generous leave, and health cash plan.
- Why this job: Make a real impact on customer experience using speech analytics in a dynamic environment.
- Qualifications: Experience in contact centres and strong skills in speech analytics and data interpretation.
- Other info: Join a supportive culture focused on continuous improvement and community service.
The predicted salary is between 35000 - 45000 £ per year.
Analyse customer conversations and telephony data to improve service performance and resident experience.
Our client is a large, well-established housing organisation serving diverse communities across the North West, London and the South East. They are known for their strong social purpose, ongoing investment in digital transformation, and continuous improvement across their customer operations. With sustained growth and a large customer contact operation, they are expanding their analytics capability to strengthen insight, service quality and operational resilience.
This is a key role within a large, fast-paced customer contact operation, supporting a team of 200 frontline advisors and a wider group of 500 colleagues across Customer Service, Income and Lettings. You will be right at the heart of how customers experience the service every day - using real conversations, customer behaviours and contact trends to drive improvements that make a measurable difference.
We are not looking for a pure tech specialist - we need someone who understands contact centres, how customers speak, why they call, and what frontline teams need to perform at their best. If you have worked with speech analytics in a customer experience environment and know how to turn voice data into operational action, this is the ideal role for you.
A major part of your work (60-80%) will be focused on speech analytics:
- Listening to what customers are really saying, spotting trends, pain points and emerging issues
- Designing and refining categories and phrase groups based on real-life customer behaviour
- Using conversation insights to support coaching, quality, service improvement and performance conversations
- Presenting themes and findings in a clear, contact-centre-friendly way managers and advisors can act on
You will also support the smooth running of the contact centre telephony operation:
- Managing call flows and routing to keep queues balanced and customers directed to the right teams
- Switching flows on/off during busy periods, storms, outages or urgent service issues
- Enhancing the IVR experience to reduce unnecessary customer effort and shorten journeys
- Ensuring the operation can continue running during incidents through clear, simple telephony workflow changes
Alongside this, you will provide meaningful reporting and insight that helps improve performance:
- Turning data into practical recommendations for Team Leaders and operational managers
- Analysing customer demand patterns, repeat contact, call drivers and themes
- Using Excel (advanced), Power BI and Dynamics 365 to produce easy-to-understand reports for non-technical audiences
- Supporting continuous improvements that enhance the resident experience and improve service outcomes
We are looking for someone who lives and breathes contact centre operations and understands how customer conversations translate into performance, quality and experience. You will have hands-on experience using speech analytics in a frontline or customer experience setting - not just running reports, but really interpreting what customers are saying and why.
You will bring:
- Proven experience in a contact centre or customer experience environment, working closely with advisors, team leaders and operational managers
- Strong speech analytics experience, including building categories, spotting trends and turning voice data into actionable insights
- The ability to understand customer intent, call drivers and behaviour patterns, using this to shape improvements
- Experience supporting quality, coaching or performance conversations using real customer interactions
- Confidence working with customer and contact data, with advanced skills in Excel and experience using Power BI and Dynamics 365
- A knack for translating complex information into simple, practical recommendations frontline teams can use
- Strong communication and stakeholder skills - able to challenge, influence and guide colleagues across operations
- A collaborative, customer-first mindset with the ability to spot inefficiencies and recommend improvements
Nice to have:
- Experience in Housing or a regulated customer environment
- Exposure to telephony routing, IVR journeys or call flow changes (not technical, but operationally aware)
This is a role for someone who understands the rhythm of a contact centre, cares deeply about customer experience, and knows how to use speech and data insight to make services better.
£35,000 - £45,000 salary
Hybrid working - 1 day per week from office
28 days annual leave + bank holidays
Up to 21 paid volunteering hours
Double pension contribution (up to 12%)
Health Cash Plan
Retail and lifestyle benefits
A supportive, inclusive culture with a strong social mission
Customer Experience - Speech Analytics in Salford employer: Michael Page
Contact Detail:
Michael Page Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience - Speech Analytics in Salford
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in their work.
✨Tip Number 2
Practice your pitch! Be ready to explain how your experience with speech analytics can directly improve customer service. Use real examples to demonstrate your impact in previous roles.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team and making a difference.
We think you need these skills to ace Customer Experience - Speech Analytics in Salford
Some tips for your application 🫡
Show Your Understanding of Customer Experience: Make sure to highlight your experience in contact centres and how you understand customer conversations. We want to see that you know what makes a great customer experience and how speech analytics plays a role in that.
Be Specific About Your Skills: When listing your skills, be specific about your experience with speech analytics tools like Excel, Power BI, and Dynamics 365. We love seeing concrete examples of how you've turned data into actionable insights in previous roles.
Keep It Clear and Concise: Your application should be easy to read and straight to the point. Use clear language and avoid jargon where possible. Remember, we’re looking for someone who can translate complex information into simple recommendations!
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 this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Michael Page
✨Know Your Speech Analytics
Make sure you brush up on your speech analytics knowledge before the interview. Be ready to discuss how you've used it in previous roles, focusing on specific examples where your insights led to tangible improvements in customer experience.
✨Understand the Customer Journey
Familiarise yourself with the typical customer journey in a contact centre environment. Think about how different touchpoints can impact customer satisfaction and be prepared to share your thoughts on how to enhance these experiences using data.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Prepare examples of how you've handled challenges in the past, particularly those related to call flows, customer interactions, or performance coaching.
✨Showcase Your Communication Skills
Since this role involves working closely with various teams, highlight your communication skills during the interview. Be ready to explain complex data insights in simple terms and demonstrate how you've influenced stakeholders in previous positions.
