Speech Insights Analyst

Job Title: Speech Insights Analyst
Location: Hybrid to Chandlers Ford
Salary: £26,208
Hours: Monday- Friday (8am-5pm)

Established in 2003, Utilita is the UK's first – and still only - energy company created to help customers use less energy, by giving them better control via digital technology. We are a pioneer in smart technology, that empowers households to use and waste less energy, which is good for our customers pockets and the planet.

Do you have a keen eye for detail?

Are you an effective problem solver?

If so, we are looking for a Speech Insights Analyst to join our Customer Service Department, where these key skills will enhance the department.

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

• 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 knowledge of the contact centre, alongside your ability to problem solve will allow you to support the operational team 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.

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.

What we can offer you?

• Bonus Scheme – we offer a structured bonus scheme which is made up of personal and business elements.

• Career progression – we want our staff to build up and grow their careers with us. To help you achieve this, we offer training or a clear progression pathway to help you achieve your goals, which is why we have been ranked in the UK’s top 40 ‘Best Workplace for Development’ 2024 awards.   

• Win tickets! – we run exciting competitions to win tickets to shows across the country at our sponsored arenas, which include Cardiff, Sheffield, Newcastle and Birmingham! As well as access to tickets at various sporting arenas in the UK, including cricket at the Utilita Bowl!     

• Time off – we all need time off to recharge the batteries. We give our staff access to 25 days annual leave plus bank holidays.      

• Health care scheme – this includes dental, eye care, treatments such as MRI scans and diagnostics health consultations, making it quicker and easier to get a diagnosis!     

• Employee Assistance Programme – giving you access to a dedicated GP line making a GP appointment quicker, counselling support, legal and financial advice 24/7 365 days a year.     

• Exclusive packages – we have access to a range of discounted offers for home Sky TV and broadband packages.     

• Giving back - we offer all our staff a paid volunteering day every year to give back to the community. Plus, the chance to be involved in various fund-raising opportunities.      

• Death in service – we pay three times your annual salary to your designated next of kin, giving them peace of mind should you sadly pass away during service.    

• Pension – we contribute 4% of your salary when you contribute 5%.   
   

About us 

We are the energy company of choice for over 800,000 homes across the UK, who enjoy more visibility and control of their energy usage thanks to Utilita’s award-winning app and smart meters. Our customers use around 11% less energy than the average bill paying household.   
 
 Since installing Britain’s first smart meter in 2008, we’ve used the latest technology to give our customers more visibility and control of their energy usage than ever before. 
 

Utilita is celebrated for its unique approach to doing energy better – including winning the Utility Week Cost of Living Award 2023. We are also a certified Great Places to work company!   

Utilita is committed to its operations to be net zero by 2030. As the first energy supplier with a live carbon dashboard, we believe "what you can see, you can save". Our dedication to educating customers on the cleanest and greenest ways to use energy is unmatched, making sustainability not just a goal, but a core value.
  
 Our core values are powerful, yet simple: Fairness, Smart and Sustainability! 

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

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