Telephone Researcher

Are you a great communicator with a passion for delivering excellent customer service? Do you enjoy speaking with people and gathering valuable insights? If so, we want to hear from you!

LiveWest is looking for a Telephone Researcher to join our dynamic Research and Insight team. In this exciting role, you will be at the heart of our customer feedback process—helping us shape better services and experiences for the communities we serve.

Key Responsibilities

• Conduct customer surveys: Deliver telephone surveys professionally, following scripts and quality standards to gather meaningful feedback.
• Meet performance targets: Achieve monthly goals for completed surveys while maintaining high standards of customer care.
• Maintain accurate records: Record responses clearly and consistently, ensuring all data is filed and stored in line with GDPR and research ethics.
• Identify and escalate feedback: Spot urgent or important feedback and refer it to the appropriate teams for prompt action.
• Collaborate with the team: Work closely with colleagues across departments, contributing to service improvements and team success.
• Support continuous improvement: Participate in feedback sessions, adopt new systems, and help refine processes to enhance customer experience.
  
  

Why Join LiveWest

At LiveWest, we believe in putting our customers and colleagues first. As a Telephone Researcher, you will play a vital role in helping us understand what matters most to our customers. You will be part of a supportive, values-driven team that’s committed to learning, improving, and making a real difference. If you are looking for a role where your voice matters and your work has purpose, LiveWest is the place for you.

This role is being offered on a part time, permanent basis working 22.2 hours per week. The hours will be spread out from Monday to Friday (excluding Tuesday, Wednesday and Thursday mornings). The successful candidate will ideally work up to 6:30pm twice weekly. Hybrid working is available for this role working 1 - 2 days per week in the Exeter office, dependent on business need.

For further information about this role, please view our candidate information pack.

Skills

To be successful in your application for the role of Telephone Researcher, you will have the essential skills and experience for a level 1 role (please see candidate information pack) and the following role specific skills and experience:

• Good knowledge of the delivery of great customer service.
• Articulate, with excellent customer care and interpersonal skills.
• Ability to meet call volume targets and deadlines.
• Ability to manage a variety of telephone responses including occasional challenging conversations.
• Able to maintain efficient, clear and up-to-date records.
• Able to make a positive contribution to the development of procedures and controls.
• Computer literate with the ability to use the MS 365 software.
• Accurate and good attention to detail.
• Reliable and able to work unsupervised.
  
  

Please note: This role is not eligible for visa sponsorship. Applicants must have the right to work in the UK for the full duration of the role without requiring sponsorship.

Our Reward And Benefits

• Working Style: Hybrid working with 2 - 3 days in the office to support your work/life balance.
• Generous Annual Leave: Start with 26 days, plus bank holidays, increasing to 30 days with length of service - and the option to purchase up to 5 extra days (pro rated for part time roles).
• Pension Contributions: Enjoy up to 9% employer contributions with our Defined Contribution scheme.
• Health Benefits and Perks: Access to a health care cash plan (worth up to £1,100 annually), virtual GP services, discounted gym memberships, and retail discounts including access to a Blue Light Card.
• Learning and Development: Invest in your future with ongoing personal and professional growth opportunities.
• Family Support: Policies designed to help you balance work and family life, including a new child payment.
• Wellbeing Matters: Prioritise your health with mental health support, enhanced sick pay, wellness campaigns, and free flu jabs.
• Smarter Travel: Save with our Cycle to Work and Car Benefit schemes.
• Giving Back: Up to four paid volunteering days a year to support our communities.
  
  

About Us

At LiveWest, we are united by a shared mission: to create a home for everyone. Each of us takes pride in playing our part in achieving this goal.

Our values guide everything we do - from how we work together to how we deliver exceptional services to our customers. Collaboration is at the heart of LiveWest, and we believe that we achieve more when we deliver together.

As one of the largest employers in the South West, our team of 1,800 talented colleagues provides a wide range of services to our 80,000 customers. We are passionate about nurturing local talent and creating opportunities for people within the communities we serve.

We are committed to supporting our colleagues, giving them the autonomy and encouragement they need to thrive and reach their full potential. Together, we are building brighter futures for everyone.

Inclusion At LiveWest

At LiveWest, we are committed to fostering an inclusive and diverse workplace where everyone feels valued, respected, and empowered. We believe that our differences drive innovation, creativity, and excellence, and we strive to create an environment where all colleagues can thrive. As a proud member of Inclusive Employers, a Disability Confident Employer, and a signatory of the Armed Forces Covenant, we are dedicated to supporting all our colleagues and ensuring that our workplace is welcoming and accessible to all.

We welcome individuals of all backgrounds, experiences, and perspectives to join our team. LiveWest is dedicated to equal opportunity and actively works to eliminate discrimination and promote diversity at all levels.

Join us in our mission to create vibrant and inclusive communities. Make a difference with LiveWest, where every voice is heard, and every contribution is valued.

You can read more about Inclusion at LiveWest by visiting our website.