Customer Service Executive – Telephony & Quality Lead

About the role

We are looking for a detail‑driven Customer Service Executive to own and optimise our telephony platforms, improve the customer journey and raise contact‑centre quality. The role is remote with regular meetings at our Newcastle hub.

Key responsibilities

• Manage and maintain telephony systems, including Salesforce and Mediahawk.
• Optimise IVR routing to enhance commercial results and support emergency scenarios.
• Introduce and operate voice‑analytics tools to monitor calls and extract journey insights.
• Collaborate with the Contact Centre to drive quality improvements and increase admissions.
• Oversee telephone number inventory, ensuring cost‑effective usage and contract compliance.
• Produce and review telephony performance reports, identify gaps and recommend actions.
• Share analytics findings with marketing and senior teams to influence strategy.

Required profile

• Proven experience administering contact‑centre telephony systems and platforms.
• Hands‑on expertise in managing and optimising IVR journeys.
• Strong confidence working with data to inform decisions.
• Experience supporting customer feedback, reviews and social‑media monitoring.
• Proactive, organised and passionate about delivering high‑quality work.
• Comfortable with call listening, feedback delivery and coaching.

Required skills

• Salesforce
• Mediahawk
• Voice‑analytics tools
• IVR management
• Data analysis and reporting

What we offer

• Competitive rewards package.
• Retail and leisure discounts.
• Wellbeing support programmes.