IVR Analyst
| Posting date: | 23 September 2024 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | + bonus & benefits |
| Hours: | Full time |
| Closing date: | 23 October 2024 |
| Location: | Leicester, Leicestershire, LE1 1SH |
| Remote working: | Hybrid - work remotely up to 5 days per week |
| Company: | Hastings Direct |
| Job type: | Permanent |
| Job reference: | 60010477_1727085461 |
Summary
IVR Analyst
Locations: Leicester or Bexhill-on-Sea - this role would require you to attend the offices for any team strategy days and meetings.
Welcome to Hastings Direct - From our Group HR Director Pam Angel
We're a digital insurance provider with ambitious plans to become The Best and Biggest in the UK market. We've made huge investments in our data and tech capabilities over the past few years, along with nurturing our 4Cs culture. We're proud of the journey we're on as a company and know that our continued success will rely on the contribution of our talented colleagues.
We provide insurance for over three million customers, but we know there's even bigger opportunity out there. The fact you're now reading this job advert means we've tempted you to find out more about #lifeatHD - we really hope you like what you see, and you'll join us to share in the success of the exciting chapter that lies ahead.
We understand some people may not apply for jobs unless they feel they tick every box. If you are excited about joining us and think you have some of what we are looking for, even if you're not 100% sure we would love to hear from you.
Job Details
- Analysing call flow data and user behaviour to identify opportunities for improvements within the IVR system as well as improving user experience
- Conducting regular reviews of IVR performance, identifying bottlenecks and proposing solutions to relevant technical areas
- Collaborating with Telephony and Ops Readiness to support with the design, testing and implementation of new or changed IVR functionality and ensuring this remains user friendly and in line with business requirements
- Producing reporting on IVR system performance, identifying key metrics including pre-queue abandonment, containment rate, error rate and navigation time
- Performing assessment and reviews of any changes to the IVR to ensure delivery of expected outcomes
- Presenting insights and recommendations to key leadership and operational stakeholders
Skills we would love you to have
- Strong knowledge of telephony platforms (such as CX One, Avaya, Genesys or similar)
- Proven experience in working with IVR systems, call flow design and analytical skills
- Excellent stakeholder and communication skills with a collaborative approach
What we offer
Join us and you'll find a different way of doing things. We call it the 4Cs. We focus on getting it right for our colleagues, customers, company, and community. As one of our colleagues, you'll be helping to drive our growth, so in return, we'll give you all the support, training and development you need. Not to mention plenty of recognition and rewards, and the scope to voice your ideas and put them into practice.
Regrettably, we are unable to offer sponsorship for this role.
Reward
Salary - Attractive salary based on experience (pay reviews also completed each year)
Flexible Working - We champion a flexible and hybrid working approach so please speak to your recruiter to discuss in more detail, including days in the office and at home.
Competitive Bonus Scheme - All colleagues are eligible for our annual 4Cs performance bonus, which is usually paid in March. The scheme is based on Hastings' performance against our business goals and your own personal performance.
Physical Wellbeing - We like to help our colleagues take a proactive approach in keeping themselves well, that's why we fund our colleagues to be able to claim against everyday health care through our healthcare cash plan.
Financial Wellbeing - As well as providing you with 4x your salary with our life assurance cover and income protection at no extra cost, pension contribution match up to 10%, we are proud to provide you with an AWARD WINNING package which includes - discounts and cashback at everyday retailers and on our own products, fee free independent mortgage advice, and free access to financial wellbeing support.
Mental Wellbeing Programme - At Hastings Direct we understand that mental health cannot not be scheduled, that's why we have a range of support to help you keep yourself well. We have the thrive mental health app, our colleague assistance programme available 24/7, our own in-house mental health first aiders, support groups and a dedicated team to make sure we are covering your needs
There's more! - 25 days annual leave +bank holidays, with the option to buy or sell one of your contracted weeks, access to private healthcare, dental plans, discounted health assessments, cycle to work and tech schemes, discounted and free onsite facilities, social events throughout the year and much more. Most of our benefits and wellbeing resources are available to colleagues from their first day whilst some optional benefits, which involve committing to a 12-month payment schedule, are available as soon as you have completed your probationary period.
Our 4Cs principles are simple: we believe by creating the right culture for our colleagues and giving them the right tools to do their job, we'll deliver good outcomes for every customer, helping us to grow the company profitably and sustainably and allowing us to invest in the communities we serve
We deliver good outcomes for our customers every time by providing great products at the right price with our simple and straightforward service. We treat customers like we want to be treated - fairly, respectfully and with their best interests at heart
Hastings Group is an equal opportunities employer which means we treat people fairly. We welcome applications from all suitably skilled persons regardless of their gender, age, race, disability, ethnic background, religion/belief, sexual orientation, gender reassignment or marital/family status. Please also note that we have a thorough referencing process, which includes credit and criminal record checks.