Customer Service Intelligence and Speech Analyst 7283

We build homes for sale or rent across the country; Greater London; Hybrid; GBP 36,000 - 41,000; Full time

Job summary

A leading housing association is seeking a Customer Service - Intelligence and Speech Analyst to enhance customer experiences through data analysis. You will manage speech analytics strategies and provide insights to drive quality standards in customer service. Candidates should possess strong analytical skills, experience in report design, and familiarity with housing. This full-time position offers a fixed-term contract with a salary starting from £40,649 per annum, plus several benefits including pension plans and generous leave policies.

Benefits

Excellent pension plan

28 days Annual Leave

Employee Assistance Programme

Qualifications

• Previous experience with a housing background is preferred.
• Significant data analysis experience is essential.
• Strong background in report design and meaningful analysis.

Responsibilities

• Manage the speech analytics strategy and implement optimizations.
• Provide reports for the customer service directorate.
• Collaborate with stakeholders to ensure compliance with quality standards.
• Design and optimize IVR systems and telephony workflows.

Skills

Data analysis

Statistical problem-solving

Excel

Power BI

Dynamics 365

Stakeholder management

Speech analytics

Communication

Job description

Overview

Title: Customer Service - Intelligence and Speech Analyst

Contract Type: Fixed term contract for 2 Years full time 35 hours per week

Salary: Starting from 40649 per annum (London weighted salary) or 36073 per annum (Regional salary)

Grade: 08

Reporting Office: London Stratford or Manchester Trafford

Working Location: Agile

Working Pattern: Monday to Friday 8:00am-4:00pm or 9:00am-5:00pm

Closing date: Friday 28 November 2025 at 11pm

Interview date: On a date to be confirmed

Please click here for the role profile - Role Profile - Intelligence and Speech

Benefits include: Excellent pension plan (up to 6% double contribution) 28 days Annual Leave rising to 31 days with length of service Bank Holidays Westfield Health Cash Plan non-contributory life assurance up to 21 hours volunteering paid days lifestyle benefits Employee Assistance Programme and many more

Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

Join our Operational Support Team at L&Q

Do you love turning conversations into actionable insights? Are you passionate about improving customer experiences through data and technology? This is your opportunity to make a real difference.

As a Customer Service Intelligence Speech & Quality Analyst you’ll play a key role in analysing customer interactions, monitoring service quality and uncovering trends that shape our service strategy.

We’re looking for a driven and customer-focused individual with exceptional analytical skills. The aim is to generate strategic insight and ensure consistent quality standards to drive customer satisfaction and process improvement.

Are you up to the challenge? If you are then you sound perfect for our team!

Responsibilities

• Reporting into the Intelligence Quality and Support Manager you will:
  • Manage and maintain the speech analytics strategy as well as design and implementation.
  • Use quality assurance system to enhance customer interactions to ensure compliance with quality standards and identify areas for improvement.
  • You will provide reports across the customer service directorate to provide accurate reliable and timely order to create these reports you will need to have strong communication skills and stakeholder management.
  • Collaborate with stakeholders to ensure quality assurance frameworks are being adhere to and discover actionable recommendations.
  • In this role you will design and optimize IVR systems and telephony workflows to deliver seamless customer experiences.

This is a varied and challenging role that demands technical communication and people skills. Your insights will help drive improvements needed to keep L&Q at the forefront.

What you’ll bring

• The ideal candidate will have previous experience with a Housing background
• Significant data analysis experience with strong statistical problem-solving and analytical skills ideally within housing.
• Strong background of report design alongside meaningful analysis. Advanced in the use of Excel VBA Power Bi Dynamics 365
• Speech analytics design process system and analytics experience
• Experience in contact centre telephony and IVR design
• Experience using a speech platform in a customer service role to drive performance
• Strong communication collaboration and stakeholder management skills

If you have the passion drive and skills listed above and are interested in working for an organisation that can really make a difference to peoples lives then please apply without delay!

We look forward to reviewing your application and hearing about the genuine experiences and skills you could bring to our organisation. L&Q reserve the right to not accept statements that exceed 500 words.

About L&Q

Were one of the UKs leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for peoples health happiness and security. Everyone deserves a quality home that gives them the chance to live a better life.

250000 people call our properties home and were proud to serve diverse communities across London the South East and North West of England.

At L&Q people are at the heart of our business and our success depends on employing the best people and getting the best from them. The foundation of everything that we are is built on our corporate values and behavioural framework which outlines our core expectations and should be demonstrated at all times and all levels when representing L&Q.

L&Q strongly believe a diverse and inclusive workforce is important and inclusion is part of our core values and everyday working practices. We make hiring decisions based on your experiences skills and merits and we are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace. Click here to read more.

If you require any reasonable adjustments at any stage during this process including application stage please email

At L&Q sustainability is at the heart of what we do. We recognise the responsibility we hold as one of the UKs largest housing associations.

Click here to find out more about L&Q and why you should join us!

#TJ

Required Experience : IC

Key Skills

All-Source Intelligence,Military Intelligence,GIS,ICD Coding,Intelligence Experience,Military Experience,Analysis Skills,Microsoft Powerpoint,Joint Operations,Intelligence Analysis,Leadership Experience,Writing Skills

Employment Type : Contract

Experience : years

Vacancy : 1