1st Line Telephony Analyst

Group Company: Winn Group

Department: IT and Change

Due to increased business and company expansion, we are recruiting for a Telephony Analyst role. The successful candidate should have experience of working with enterprise telephony platforms within a commercial organisation. As part of the IT Technical Team you will assist the Senior Technician in all aspects of the company’s communications systems.

The ideal candidate will naturally represent Winns Values of Integrity, Respect, Loyalty and Reliability which underpin our mission to be the one stop shop for accident management and rehabilitation.

Employee Benefits

  • 22 days holiday, 8 days bank holidays, and an added birthday holiday
  • Annual salary review
  • Employee discount scheme
  • On-site parking (subject to availability)
  • Training opportunities

Job Description

You will be responsible for telephony enquiries from staff across the Winn Group, responding to support requests in a timely manner. Your duties will include:

  • Monitor and respond to user support requests submitted to the helpdesk.
  • Take a lead role in setting up new starters and dealing with all leavers.
  • Complete daily and weekly Administration tasks accurately and in a timely manner.
  • Support the IT and Change Department in the delivery of various tasks as and when required.
  • Maintain a professional attitude at all times.

Person Specification

The successful candidate must commit to upholding the company’s core values, Integrity, Respect, Loyalty and Reliability and ensure that they are demonstrated throughout their working practice. You should also possess the relevant attributes and experience outlined below:

  • Experience of working with enterprise telephony platforms.
  • Knowledge of IVR’s including CTI.
  • Experience of working in an IT environment for a commercial organisation.
  • Ability to work on own initiative as well as part of a team.
  • Ability to work to deadlines.
  • Attention to detail and accuracy.
  • Excellent organisation and time keeping skills.
  • Good written and verbal communications skills.
  • A professional manner and willingness to learn administrative skills in a professional office.


  • Knowledge of contact centre telephony systems
  • ACD and Skill Based Routing
  • SIP
  • Call Recording Systems
  • Reporting PowerBI / SQL

Winn Group, home to Winn Solicitors, On Medical and On Hire, is a leading North East business providing nationwide accident management and rehabilitation services for victims of non-fault accidents.

Apply Now

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What our Staff Say

"The whole team is encouraged to learn from each other and develop our skills whilst finding the best fit for us within the IT structure to make the team as efficient as possible.” 


Group Development Team Leader

“I enjoy my role as every day is different and there’s always something new to learn.”


Development Analyst

“The people at Winns make it a feel-good atmosphere and make coming to work enjoyable. Winn Group is always quick to adapt to change which makes it a great place to work.”


Team Leader