Speech Analytics Lead - Customer Experience & Contact

Michael Page (UK); Salford; Hybrid; GBP 35,000 - 45,000; Full time

Job summary

A leading housing organisation is seeking a skilled individual to enhance their customer contact operation through speech analytics. This role involves analyzing customer conversations to drive service improvements, managing telephony operations, and reporting insights to improve performance. Ideal candidates will have a strong background in customer experience, with hands-on experience in speech analytics and a collaborative mindset. The role offers a salary range of £35,000 – £45,000, hybrid working, and various benefits.

Benefits

28 days annual leave plus bank holidays

Up to 21 paid volunteering hours

Double pension contribution (up to 12%)

Health Cash Plan

Retail and lifestyle benefits

Qualifications

• Hands-on experience using speech analytics in a customer experience environment.
• Ability to interpret customer data and turn insights into action.
• Experience working with contact centre operations.

Responsibilities

• Manage speech analytics to drive service improvements.
• Support the telephony operation to maintain balanced queues.
• Provide reporting and insights to enhance performance.

Skills

Speech analytics experience

Customer service understanding

Data analysis skills

Communication and stakeholder skills

Tools

Excel

Power BI

Dynamics 365

Job description

A leading housing organisation is seeking a skilled individual to enhance their customer contact operation through speech analytics. This role involves analyzing customer conversations to drive service improvements, managing telephony operations, and reporting insights to improve performance. Ideal candidates will have a strong background in customer experience, with hands-on experience in speech analytics and a collaborative mindset. The role offers a salary range of £35,000 – £45,000, hybrid working, and various benefits.