Barchester''s Customer Experience team are looking for a detail-driven Customer Service Executive to lead the optimisation of our telephony systems and elevate quality across our contact centre and customer journey. Remote working from home with regular team meetings at our contact centre in Newcastle. Daily role will include data analysis to identify trends and opportunities to drive IVR performance.In this role, you''ll take ownership of our telephony platforms, ensuring they are configured, maintained, and continually improved to enhance customer experience, reduce unnecessary contact, and maximise operational efficiency. You''ll play a key part in analysing performance data, maintaining accurate reporting, and providing valuable insights that help shape how we manage call volumes and spend. Excel experience in presenting data, data group and create graphs is essential.You''ll be the go-to expert for telephony matters across the business, supporting both existing sites and new home openings, ensuring systems are reliable, data is accurate, and performance is visible across all channels.KEY RESPONSABILITIES: Manage telephony systems and platforms including but not limited to: - Salesforce and Mediahawk Optimise customer journey through managing IVR routings making decisions to change routings to improve commercial results and or in emergency in support of the homes Introduce voice analytics to listen to calls Use voice analytics to understand the customer journey and se