Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Use speech analytics to enhance customer experience and improve service quality.
- Company: A leading housing organisation with a strong social purpose and commitment to digital transformation.
- Benefits: Competitive salary, hybrid working, generous leave, and health benefits.
- Why this job: Make a real impact on customer experiences while working in a dynamic, supportive environment.
- Qualifications: Experience in contact centres and strong skills in speech analytics and data interpretation.
- Other info: Join a collaborative team focused on continuous improvement and community service.
The predicted salary is between 28000 - 36000 £ per year.
Meaningful customer impact in a high-growth analytics role.
About Our Client: 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.
Job Description: 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 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.
The Successful Applicant: 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.
What's on Offer: £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: Page Personnel
Contact Detail:
Page Personnel 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 making a meaningful impact.
✨Tip Number 2
Practice your pitch! Be ready to explain how your experience with speech analytics can directly improve customer interactions. Use real examples to demonstrate your understanding of contact centre operations.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider insights and potentially a referral, which can really boost your chances.
✨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 contributing to our mission.
We think you need these skills to ace Customer Experience - Speech Analytics in Salford
Some tips for your application 🫡
Show Your Passion for Customer Experience: When you're writing your application, let your enthusiasm for customer experience shine through. We want to see how much you care about making a difference in people's lives and how your past experiences have shaped that passion.
Highlight Your Speech Analytics Skills: Make sure to emphasise your hands-on experience with speech analytics. We’re looking for someone who can turn voice data into actionable insights, so share specific examples of how you've done this in previous roles.
Keep It Clear and Concise: We appreciate straightforward communication, so keep your application clear and to the point. Use simple language to explain your skills and experiences, especially when discussing complex topics like data analysis.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity in our growing team.
How to prepare for a job interview at Page Personnel
✨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 voice data to drive improvements in customer experience. Think of specific examples where your insights led to actionable changes.
✨Understand the Contact Centre Dynamics
Familiarise yourself with the workings of a contact centre. Understand the common challenges faced by frontline advisors and how your role can support them. This will help you demonstrate your understanding of their needs during the interview.
✨Prepare for Practical Scenarios
Expect to be asked about real-life scenarios where you've had to analyse customer conversations. Prepare to explain how you identified trends or pain points and what recommendations you made to improve service quality.
✨Communicate Clearly and Confidently
Since you'll need to present findings to non-technical audiences, practice simplifying complex information. During the interview, focus on clear communication and ensure you can articulate your thoughts in a way that resonates with the interviewers.
