Title: Customer Service - Intelligence and Speech Analyst

Contract Type: Permanent

Hours: Full time, 35 hours per week

Salary: Starting from £40,649 per annum (London weighted salary) or £36,073 per annum (Regional salary)

Grade: 08

Reporting Office: London, Stratford or Manchester, Trafford

Working Location: Agile, office based 20-40% per week (1-2 days a week)

Working Pattern: Monday to Friday 8:00am-4:00pm or 9:00am -5:00pm

Closing date: Sunday 1st March 2026 at 11pm

Benefits include: Excellent pension plan (up to 6% double contribution), 28 days Annual Leave rising to 31 days with length of service + Bank Holidays, Westfield Health Cash Plan, non‑contributory life assurance, up to 21 hours volunteering paid days, lifestyle benefits, Employee Assistance Programme and many more…

Early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

Join our Operational Support Team at L&Q:

Do you love turning conversations into actionable insights? Are you passionate about improving customer experiences through data and technology? This is your opportunity to make a real difference.

As a Customer Service Intelligence, Speech & Quality Analyst, you’ll play a key role in analysing customer interactions, monitoring service quality, and uncovering trends that shape our service strategy.

We’re looking for a driven and customer‑focused individual with exceptional analytical skills. The aim is to generate strategic insight and ensure consistent quality standards to drive customer satisfaction and process improvement.

Are you up to the challenge? If you are, then you sound perfect for our team!

Reporting into the Intelligence, Quality and Support Manager you will:

• Manage and maintain the speech analytics strategy, as well as design and implementation.
• Use quality assurance system to enhance customer interactions to ensure compliance with quality standards and identify areas for improvement.
• You will provide reports across the customer service directorate to provide accurate, reliable, and timely analysis. In order to create these reports, you will need to have strong communication skills and stakeholder management.
• Collaborate with stakeholders to ensure quality assurance frameworks are being adhere to and discover actionable recommendations.
• In this role, you will design and optimise IVR systems and telephony workflows to deliver seamless customer experiences.

This is a varied and challenging role that demands technical, communication and people skills. Your insights will help drive improvements needed to keep L&Q at the forefront.

Your impact in the role:

• Unlock hidden trends in customer interactions to improve service quality and efficiency.
• Ensure compliance and consistency across all communication channels.
• Drive proactive improvements by identifying root causes and recommending solutions.
• Support strategic decisions with data‑backed intelligence that enhances customer satisfaction.
• Oversee and manage the telephony system, ensuring optimal performance, configuration, and integration with analytics tools.

What you’ll bring:

• The ideal candidate will have previous experience with a Housing background.
• Significant data analysis experience with strong statistical problem‑solving and analytical skills, ideally within housing.
• Strong background of report design alongside meaningful analysis. Advanced in the use of Excel, VBA, Power Bi, Dynamics 365.
• Speech analytics design, process, system, and analytics experience.
• Experience in contact centre telephony and IVR design.
• Experience using a speech platform, in a customer service role to drive performance.
• Strong communication, collaboration, and stakeholder management skills.

If you have the passion, drive and skills listed above, and are interested in working for an organisation that can really make a difference to people’s lives, then please apply without delay!

We look forward to reviewing your application, and hearing about the genuine experiences and skills you could bring to our organisation. L&Q reserve the right to not accept statements that exceed 500 words.

About L&Q:

We’re one of the UK’s leading housing associations and developers. We were founded on a simple belief: high quality housing is vital for people’s health, happiness and security. Everyone deserves a quality home that gives them the chance to live a better life.

L&Q strongly believe a diverse and inclusive workforce is important, and inclusion is part of our core values and everyday working practices. We make hiring decisions based on your experiences, skills and merits and we are recognised externally for our commitment to inclusion. We are a Stonewall Diversity Champion, a Disability Confident (Committed) employer and have signed the Time to Change Employer Pledge to demonstrate our commitment to end mental health discrimination in the workplace. Click here to read more.

If you require any reasonable adjustments at any stage during this process, including application stage, please email lqcareers@lqgroup.org.uk.

At L&Q, sustainability is at the heart of what we do. We recognise the responsibility we hold as one of the UK’s largest housing associations.

Click here to find out more about L&Q and why you should join us!