Customer Service Performance, Interaction and
3 weeks ago
A great opportunity has arisen for a Customer Service Performance, Interaction and Speech Analyst to manage and maintain the speech analytics strategy, design, and system implementation.
**Client Details**
Our client, operating from Manchester and London, is a market leading not for profit business. Due to continued growth, they are looking for a Customer Service Performance, Interaction and Speech Analyst
**Description**
Duties of the Customer Service Performance, Interaction and Speech Analyst:
- Implementation and leading of speech analytics system with category design and management. Continually improve quantitative and qualitative analysis of speech interactions alongside development of appropriate communication and reports to drive improvementsacross customer service processes, customer satisfaction, quality of interactions, reputation, and greater efficiency.
- Support operational management and monitoring of telephony call flows and digital contacts, infrastructure, and associated logins.
- Liaising with stakeholders to scope, design and develop timely appropriate management information performance reports with meaningful insight through multiple data sources and systems (excel, power bi, puzzle telephony, WFM, dynamics d365).
- Stakeholder engagement. Partnering across the management team to understand requirements and designing appropriate solutions.
- Manage and maintain the speech analytics strategy, design, and system implementation. Responsible for creating categories and generating insight to drive customer satisfaction and process improvement.
- Responsible for scope, design and implementation of performance and speech reports across the customer service directorate to provide accurate, reliable, and timely analysis to identify areas for improvement.
- Support of the Omnichannel (telephony and digital contact) system in order to provide maximum performance and availability of services for staff, customers, and partners.
**Profile**
- Significant data analysis experience with strong statistical problem solving and analytical skills
- Experience using a speech platform, ideally Verint, in a customer insight role to drive performance
- Proven verbal and written communications skills and able to develop and influence relationships
- Data warehouse, SQL experience
- Speech analytics design, process, system, and analytics experience
**Job Offer**
The salary on offer is £35k - £40k
Manchester or London location
-
Customer Services
1 month ago
Manchester, United Kingdom Wave for Parodia Full time**Customer Services** **Manchester** **Full Time | Immediate Start** Our client is on the lookout for a Customer Service Advisor in Manchester who possesses a competitive spirit, an entrepreneurial mindset, and a strong team-player mentality. This role is ideal for individuals who thrive on providing exceptional customer service and enjoy working in a...
-
Customer Service Assistant
1 month ago
Manchester, United Kingdom CSP GROUP LTD Full timeWe are seeking a Customer Service Assistant to join our team. As a Customer Service Assistant, you will be the first point of contact for our customers, providing exceptional service and resolving inquiries in a professional manner. **Duties**: - Respond to customer inquiries via various face to face channels - Provide information about products and...
-
Customer Service Adviser
5 days ago
Manchester, United Kingdom Randstad Construction and Property Full timeWe are seeking a dedicated customer service advisor to join our busy repairs and maintenance team on a 2-month contract basis. As a vital member of our team, you will be responsible for providing excellent customer service to our clients, ensuring their needs are met promptly and efficiently. Responsibilities: Act as the first point of contact for clients,...
-
Customer Service Adviser
5 days ago
Manchester, United Kingdom Randstad Construction and Property Full timeWe are seeking a dedicated customer service advisor to join our busy repairs and maintenance team on a 2-month contract basis. As a vital member of our team, you will be responsible for providing excellent customer service to our clients, ensuring their needs are met promptly and efficiently.Responsibilities:Act as the first point of contact for clients,...
-
Customer Service Executive
1 month ago
Manchester, United Kingdom CSP GROUP LTD Full time**Duties**: - Communicate with customers via various face to face channels to assist with inquiries and issue resolution. - Utilize phone etiquette skills to provide a positive customer experience. - Perform data entry tasks accurately and efficiently. - Analyze customer needs and recommend appropriate products or services. - Upsell products or services to...
-
Customer Service Executive
4 weeks ago
Manchester, United Kingdom Global Wave Innovations Full timeAre you passionate about delivering exceptional customer experiences and leading a team towards success? We're seeking a dedicated Customer Service Executive to oversee and enhance our customer service operations. **Responsibilities**: - Upsell products or services to customers when appropriate - Lead and manage the customer service team to ensure the...
-
Customer Service Adviser
4 days ago
Manchester, United Kingdom Randstad Construction and Property Full timeWe are seeking a dedicated customer service advisor to join our busy repairs and maintenance team on a 2-month contract basis. As a vital member of our team, you will be responsible for providing excellent customer service to our clients, ensuring their needs are met promptly and efficiently. Responsibilities: Act as the first point of contact for clients,...
-
Customer Service Advisor
7 days ago
Manchester, United Kingdom ALPHAATOMIC LTD Full timeWe are currently seeking a friendly and customer-focused individual to join our team as a Customer Service Advisor. In this role, you will be responsible for providing personalized sales assistance to our valued customers, helping them find the perfect solution to meet their needs. **Responsibilities**: - Provide exceptional customer service by...
-
Customer Service Executive
4 weeks ago
Manchester, United Kingdom Metanoia Associates Group Full timeAs a Customer Service Executive, you will be a vital part of our customer service team. You will interact with customers, addressing their inquiries, resolving issues, and ensuring they have a positive experience with our products and services. **Responsibilities**: - Provide exceptional customer service to clients in person - Provide accurate information...
-
Customer Service Executive
1 month ago
Manchester, United Kingdom Switch Advisors Limited Full timeAre you passionate about providing exceptional customer experiences? Do you thrive in a dynamic and fast-paced environment? We're seeking a dedicated and enthusiastic Customer Service Executive to join our growing team! **Responsibilities**: - Respond promptly and professionally to customer inquiries via various face to face channels - Identify and assess...
-
Customer Service Advisor
4 weeks ago
Manchester, United Kingdom Mitie Full timeMonday - Friday Core Hours 08:00-17:00, based at TSOC, Pacific House, Atlas Business Park, Simonsway, Wythenshawe M22 5PR **About the role** **Job responsibilities** - Consistently demonstrates a passion for delivering exceptional customer experiences. Representing Mitie and acting as the first point of contact for our customers. - Using our internal...
-
Customer Service Advsior
1 month ago
Manchester, United Kingdom Mitie Full time**Job Overview**: - Contract type: Permanent - Full Time - Hours: 40 (Mon-Fri from 8AM - 5PM) - Location: Atlas Business Park, Pacific House, Simonsway, Wythenshawe, Manchester, Greater Manchester, England, M22 5PR **Main Duties** - Consistently demonstrates a passion for delivering exceptional customer experiences. Representing Mitie and acting as the...
-
Interaction Designer
1 week ago
Manchester, United Kingdom Concept Resourcing Full timeInteraction Designer Manchester (2 days per week in office) Day rates: £625-675 per day 6 months INSIDE IR35 Concept Resourcing are looking for a Interaction Designer to join a Central Government client based in Manchester. This is an initial 6 month contract with a possible extension. The role is INSIDE IR35. Day rates between £475-550 per day, depending...
-
Customer Service Advisor
4 weeks ago
Greater Manchester, United Kingdom Interaction Recruitment Full time**£10.42 per hour (increasing to £11.25 after successful 12 week probation)** **Must be fully flexible Monday to Sunday 6am-11.30pm** **35 hours per week with optional overtime (please note there will be 4 weeks of paid training at 35 hours per week - this will be during the daytime)** **Based in Manchester (Media City)** We are currently recruiting...
-
Customer Service Advisor
1 month ago
Manchester, United Kingdom ALPHAATOMIC LTD Full timeWe are currently seeking a proactive and results-driven individual to join our team as a Customer Sales Advisor. In this role, you will be responsible for building strong relationships with customers, understanding their needs, and offering tailored solutions to drive sales and maximize customer satisfaction. **Duties**: - Provide exceptional customer...
-
Customer Service Advisor
1 month ago
Manchester, United Kingdom Mitie Full timeSince 1987, Mitie's 68,000 employees, have been serving companies and communities across the world. We're the UK's leading facilities management company. Our clients range from banks to retailers, hospitals to schools, and critical government sites. We make a positive difference to millions of people, every day, and we're very proud of this. Join us and...
-
Customer Representative
1 month ago
Manchester, United Kingdom CSP GROUP LTD Full time**Duties**: - Communicate with customers via various face to face channels to assist with inquiries, orders, and issue resolution. - Perform data entry tasks accurately and efficiently. - Analyze customer needs and recommend appropriate products or services. - Utilize excellent phone etiquette to ensure positive customer interactions. - Upsell products or...
-
Contract Support Customer Service Advisor
4 days ago
Manchester, United Kingdom Randstad Construction and Property Full timeWe are seeking a dedicated customer service advisor to join our busy repairs and maintenance team on a 2-month contract basis. As a vital member of our team, you will be responsible for providing excellent customer service to our clients, ensuring their needs are met promptly and efficiently. Efficiently schedule repair and maintenance appointments,...
-
Customer Service Assistant
4 weeks ago
Manchester, United Kingdom Brook Street Full timeBrook Street are looking for enthusiastic individuals who are looking to try something new and seek a new challenge in the customer service sector. We have numerous customer focused roles for a Public Sector client based in Manchester, UK, we currently have part time roles available and may have some FT in the future. Role: Customer service...
-
Customer Experience and Service Performance Lead
1 month ago
Manchester, United Kingdom Music Tribe Commercial MY Sdn. Bhd. Full timeTransformational Customer Support Leader Full-time Join Turbosound, the vanguard of sound reinforcement, and become a part of our mission to revolutionise the industry with an unwavering commitment to pure audio fidelity. As a Transformational Customer Support Leader, you will spearhead the strategy and implementation of customer support and brand...