Customer Improvement Specialist (Telecoms)

TL;DR

Customer Improvement Specialist (Telecoms): Driving customer experience improvements by converting complaints data and insights into actionable operational changes with an accent on CX metrics and stakeholder collaboration. Focus on managing complaints dashboards, conducting call listening sessions, and coordinating quality assurance and training to enhance the end-to-end customer journey.

Location: Hybrid (Stoke-on-Trent, UK). Requirement to be in the office 2-3 days per week (minimum 8 days per month).

Company

hirify.global is a leading telecommunications provider building a sustainable 5G and digital infrastructure network across the UK.

What you will do

• Own and manage complaints dashboards, ensuring accurate data categorization for insight generation.
• Partner with operational teams and external partners to support quality assurance, coaching, and training coordination.
• Contribute to monthly insight packs and lead call listening sessions to amplify the customer voice.
• Collaborate with E2E CX and triage teams to analyze challenges and shape solutions using complaints data.
• Create engaging presentations and dashboards that provide actionable insights for improvement plans.
• Support business reviews and track performance against CX metrics and project deliverables.

Requirements

• Experience or strong understanding of frontline customer experience and operational processes.
• Confidence in communicating and engaging with a wide range of stakeholders.
• Analytical mindset to identify trends and opportunities using data and insights.
• Proficiency in Microsoft Office.
• Must be based in or able to commute to the Stoke-on-Trent Contact Centre to meet hybrid work requirements.

Nice to have

• Experience with Power BI or Power Apps.

Culture & Benefits

• Competitive basic salary plus bonus.
• Up to 28 days annual leave plus bank holidays.
• Paid time for charity work.
• Personalized benefits including discounts, vouchers, and a pension plan.
• Comprehensive learning tools and top-notch parental leave policies.

Hiring process

• Employment offers are subject to background checks, including criminal (DBS) and financial checks.