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 basis working 22.2 hours per week. The successful candidate will preferably work two full days on Monday and Friday with other shifts to be agreed, although preferably these would be during the afternoon. Hybrid working is available for this role working 1 - 2 days per week in the Exeter or Weston-super-Mare office, dependent on business need.

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

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: we are unable to provide visa sponsorship for this role; therefore, you must have the right to work in the UK to submit an application for this role. 

• Working Style: Hybrid working with 1 - 2 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: Priorities 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.