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For Companies At a Glance
- Tasks: Lead transformation projects to enhance customer experience across various industries.
- Company: Join a global IT consultancy known for innovative customer experience strategies.
- Benefits: Enjoy a competitive salary, healthcare options, bonuses, and hybrid working arrangements.
- Why this job: Shape the future of customer interaction with cutting-edge technology and impactful solutions.
- Qualifications: 3+ years in contact centre transformation with strong knowledge of CX optimisation and automation tools.
- Other info: Must pass security checks; ideal for strategic thinkers who thrive in collaborative environments.
The predicted salary is between 76000 - 84000 £ per year.
Job Description
Contact Centre Transformation Consultant
Hybrid Working (UK-based with travel to client sites as required)
Full-time | Permanent
Salary: £95,000 – £100,000 benefits, perks, healthcare option and bonus!
Client: Global IT Consultancy
Are you passionate about transforming the customer experience? Do you have a deep understanding of contact centre operations and a desire to shape the future of customer interaction? We’re looking for a Contact Centre Transformation Consultant to join a forward-thinking team delivering cutting-edge CX strategies to some of the world’s most recognisable brands.
About the Role
As a Transformation Consultant, you’ll partner directly with clients across a range of industries to help them achieve their customer experience (CX) vision. You’ll lead transformation initiatives, optimise contact centre ecosystems, and implement digital-first solutions that deliver measurable impact.
In this role, you will:
- Lead client engagements: Take ownership of transformation projects, delivering against clearly defined milestones and success measures.
- Assess and optimise current-state operations: Identify gaps in process, systems, and technology, and make actionable recommendations.
- Design future-ready CX strategies: Drive efficiencies and improve experience by introducing automation, self-service, and omni-channel capabilities.
- Maximise tech investment: Advise on existing contact centre platforms (e.g. Zendesk, AWS) and recommend CCaaS solutions tailored to business needs.
- Support pre-sales: Contribute to RFI/RFP responses and collaborate on the development of client-specific solutions.
What We’re Looking For
We’re seeking someone who is both strategic and hands-on, with a strong grasp of the technologies and techniques shaping modern customer operations.
You’ll bring:
- A proven track record in contact centre transformation and CX optimisation
- A deep understanding of contact centre KPIs and how to improve them
- Knowledge of automation tools and principles (e.g. chatbots, conversational AI, webchat, call deflection)
- Experience with customer journey mapping and process re-engineering
- A collaborative, consultative mindset with excellent communication skills
Security & Pre-Employment Requirements
To be appointed, you’ll need to pass Baseline Personnel Security Standard (BPSS) checks, including:
- Right to work verification
- A minimum of 3 years continuous employment history
- Criminal record check (Disclosure and Barring Service)
- Additional checks if you’ve lived outside of the UK in the past 3 years
Apply now and help build the future of customer experience.
Contact Center Consultant employer: 83zero
Contact Detail:
83zero Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Center Consultant
✨Tip Number 1
Familiarise yourself with the latest trends in customer experience (CX) and contact centre technologies. Being well-versed in tools like Zendesk and AWS will not only boost your confidence but also demonstrate your commitment to staying ahead in the field.
✨Tip Number 2
Network with professionals in the contact centre industry. Attend relevant webinars, workshops, or local meetups to connect with others who share your passion for CX transformation. This can lead to valuable insights and potential referrals.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully led transformation initiatives in previous roles. Highlight measurable outcomes and improvements in KPIs to showcase your impact and expertise during interviews.
✨Tip Number 4
Stay updated on the latest automation tools and principles, such as chatbots and conversational AI. Being able to speak knowledgeably about these technologies will set you apart as a candidate who understands the future of customer interactions.
We think you need these skills to ace Contact Center Consultant
Some tips for your application 🫡
Understand the Role: Before you start writing your application, make sure you fully understand the responsibilities and requirements of the Contact Centre Transformation Consultant role. Tailor your application to highlight how your skills and experiences align with the job description.
Highlight Relevant Experience: Emphasise your proven track record in contact centre transformation and customer experience optimisation. Use specific examples from your past roles to demonstrate your expertise in leading transformation projects and improving contact centre KPIs.
Showcase Your Skills: Make sure to mention your knowledge of automation tools and principles, as well as your experience with customer journey mapping. Highlight any relevant technologies you've worked with, such as Zendesk or AWS, to show that you're familiar with the tools used in the industry.
Craft a Compelling Cover Letter: Write a cover letter that not only summarises your qualifications but also conveys your passion for transforming customer experiences. Explain why you're excited about the opportunity to work with a global IT consultancy and how you can contribute to their success.
How to prepare for a job interview at 83zero
✨Showcase Your CX Passion
Make sure to express your enthusiasm for transforming customer experiences. Share specific examples of how you've improved CX in previous roles, as this will resonate with the interviewers who are looking for someone passionate about the field.
✨Demonstrate Your Technical Knowledge
Familiarise yourself with the latest contact centre technologies and automation tools. Be prepared to discuss how you’ve used platforms like Zendesk or AWS in past projects, as well as your understanding of CCaaS solutions.
✨Prepare for Scenario-Based Questions
Expect questions that ask you to solve hypothetical problems related to contact centre operations. Practice articulating your thought process and the steps you would take to optimise processes or implement new strategies.
✨Highlight Your Collaborative Skills
Since the role involves working closely with clients and teams, be ready to provide examples of how you've successfully collaborated in the past. Emphasise your consultative approach and communication skills to show you can build strong relationships.
