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Speech Insights Analyst

4 months ago

UK, UK, United Kingdom Utilita Energy Full time

Title: Speech Insights Analyst

Department: Customer Service

Location: Remote / Chandlers Ford

Salary: £25,272

Hours: Monday – Friday (08:00 – 17:00)


Are you a naturally inquisitive person who likes to solve problems?


Do you enjoy creating reports and analysing data?


If so, we are looking for a Speech Insights Analyst to join our Customer Service Department, where these key skills will be put to good use.


What we can offer you?


We offer you all the benefits you’d expect from one of the nation’s biggest and best energy challengers, including: competitive salary, contributory pension scheme, bonus up to 5% of salary and a health care scheme. You’ll also get the chance to work for one of the top CEOs in the UK, as voted for by Glassdoor’s 2022 Employee’s Choice Awards


We aim to provide you with a uniquely inclusive and diverse workplace, which showcases the extraordinary in all of us, by enabling you to be the best you can be.


Putting the customer first is part of how we live and breathe at Utilita. Alongside our values – Fairness, Smart and Sustainability – this ethos guides every decision we make.


What does this role involve?


Working in our back-office contact centre, you will support the business in understanding customer call types.


Day to day, you will;


  • create reports and dashboards for key stakeholders and analyse the results;
  • maintain the running of our in-house speech analytics and quality management systems;
  • ensure that all data provided is relevant and accurate;
  • identify and define new process improvement opportunities.


Who are we looking for?


Your curious nature in problem-solving along with your ability to present your findings will support the operational team in implementing solutions to enhance our customer journey.

Your attention to detail and effective communication skills will enable you to analyse, interpret and present data in a user-friendly manner helping ensure our contact centre continues relevant improvements where needed.


Any knowledge of the operational workings of a contact centre would be advantageous.


For this role you will be required to work on site every Monday in our Chandler Ford head office.


Our employees, just like our customers come from all walks of life, and we’re fuelled in championing diversity, inspiring an inclusive culture, and enabling an environment where you can be your authentic self.


Additional benefits available on your first day


  • Utilita Bonus Scheme, made up of personal and company elements.
  • Career progression, 32% of our vacancies in 2022 were filled internally.
  • Pension scheme, Utilita contribution at 4% of your salary when you contribute 5%
  • 25 days annual leave plus bank holidays.
  • The opportunity to win tickets to major outdoor events with Utilita Extra –including, gigs and shows at the Utilita Newcastle, Sheffield, Birmingham and Cardiff arenas and our latest venue the Utilita Bowl in Southampton.
  • Discounted employee energy tariffs.
  • Exclusive access to discounted offers for home Sky TV and broadband packages.
  • Access for you and one other to our partnered Unmind App, where you can watch or listen to videos and podcasts or get hints and tips to understand and improve on your mental wellbeing.
  • We offer all our staff a paid volunteering day every year. Plus the chance to be involved in various fund-raising opportunities.
  • A health care scheme that includes dental, eye care, treatments, and diagnostics health consultations.
  • Death in service, twice your annual salary.
  • Employee Assistance Programme with access to counselling support, legal and financial advice 24/7 365 days a year, as well as a GP line and Your Care.


About us


Founded in 2003, Utilita is the first – and still only - energy company created to help households use less energy, by giving them better control via digital technology. Which is why we were voted Sustainable Tech Company of the Year 2022 in the Southern Tech 100 companies and our industry-leading smartphone app (USwitch Awards won best app 2018, 2020 and 2022).


Utilita is Britain’s leading Smart Pay as You Go energy provider, with over 800,000 customers, and thanks to having better control, its customers use around 11% less energy than the average bill paying household.


Utilita is committed to becoming a net zero business by 2030 and was named Green Energy Disruptor of the Year at the Better Society Energy Awards in October 2021. We are the only supplier created to help customers use less energy, which is why sustainability in one of our core values.


The Luxion Group comprises of the following companies - Luxion Group Ltd, Utilita Energy Ltd, Luxion Sales Ltd, Utilita Field Serviced Ltd, Procode Technology Ltd and Canary Care Global Ltd.