Analyse customer conversations and telephony data to improve service performance and resident experience.Client DetailsOur client is a large, well-established housing organisation serving diverse communities across the North West, London and the South East. They are known for their strong social purpose, ongoing investment in digital transformation, and continuous improvement across their customer operations. With sustained growth and a large customer contact operation, they are expanding their analytics capability to strengthen insight, service quality and operational resilience.DescriptionThis is a key role within a large, fast-paced customer contact operation, supporting a team of 200 frontline advisors and a wider group of 500 colleagues across Customer Service, Income and Lettings. You''ll be right at the heart of how customers experience the service every day - using real conversations, customer behaviours and contact trends to drive improvements that make a measurable difference.We''re not looking for a pure tech specialist - we need someone who understands contact centres, how customers speak, why they call, and what frontline teams need to perform at their best. If you''ve worked with speech analytics in a customer experience environment and know how to turn voice data into operational action, this is the ideal role for you.A major part of your work (60-80%) will be focused on speech analytics:Listening to what customers are really saying, spotting trends, pain point