At a Glance
- Tasks: Transform customer service with AI and drive real change in contact centres.
- Company: Join Baringa, a People First company focused on wellbeing and innovation.
- Benefits: Enjoy 5 weeks annual leave, flexible working, and a profit share scheme.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a tangible impact on customer experiences while working with cutting-edge AI technology.
- Qualifications: Experience in customer contact operations and a passion for AI applications.
The predicted salary is between 60000 - 80000 £ per year.
Our Customer practice are looking for an experienced Senior Consultant or Manager to join the team. Our Customer team is hiring a motivated and talented individual, from Senior Consultants to Manager, to help our clients evolve how they serve their customers in a world increasingly shaped by AI. From rethinking the end‑to‑end customer journey through to embedding AI into day‑to‑day operations, we help clients turn ambition into something that actually works.
What you will be doing
- You’ll work side‑by‑side with clients to identify and drive improvements in how customer service operates – understanding demand, journeys and pain points, and identifying where AI can genuinely add value to improve customer outcomes and efficiency.
- You’ll be designing and delivering real change – not just strategy on paper – getting into the detail of how contact centres run today, and what it takes to make improvement stick.
- You will be particularly focused on:
- Reimagining customer service: improving how contact centres operate – from demand management and journeys through to channel mix, automation and service design.
- Applying AI in customer environments: identifying and shaping where AI can add value across voice and digital channels (e.g. IVR, chat, agent assist), with a clear view on what will drive real operational impact.
- Hands‑on end‑to‑end delivery: working across the lifecycle from strategy through to design and implementation – shaping roadmaps, standing up pilots and supporting real‑world delivery.
- Owning delivery: leading workstreams or small pods – setting direction, driving progress and being accountable for outcomes.
- Working as one team with clients: leading workshops and aligning stakeholders across Product, Tech and Operations to move delivery forward at pace.
- Supporting growth: contributing to proposals and helping shape new opportunities across customer and AI.
- Supporting others: coaching junior team members and acting as a go‑to within your area.
Your skills and experience
- We’re looking for people with strong foundations in customer and contact‑centre transformation, who bring a clear, practical perspective on how AI can be applied to improve service.
- Strong grounding in customer contact operations: deep understanding of how contact centres run day‑to‑day across voice and digital channels (sales, service, complaints), including demand drivers, KPIs and operational challenges.
- Applied understanding of AI in service environments: able to identify, shape and prioritise AI use cases (e.g. IVR automation, chatbots, agent assist), with a clear view on feasibility, value and operational impact.
- Experience with customer and AI technologies: understanding of the platforms that enable modern contact centres and AI capabilities, with a practical view of what works in the real world.
- Structured thinking and clear point of view: able to frame problems, form recommendations and communicate clearly to senior stakeholders.
- Strong client delivery: comfortable building high‑quality outputs (strategies, roadmaps, business cases) and working at pace in delivery environments.
- Data‑driven decision making: using data and insight to identify opportunities, prioritise effectively and guide decisions.
- Building value cases and buy‑in: able to articulate clear value and bring stakeholders with you to support change.
- Drive and ownership: comfortable navigating ambiguity, structuring problems and taking responsibility for outcomes.
- Collaboration and stakeholder management: confident working across Product, Technology and Operations, bridging technical and non‑technical teams.
- Curiosity for how AI is evolving: keeps up to date with the space and brings practical insight into client work.
What a career at Baringa will give you
- Putting People First. Baringa is a People First company and wellbeing is at the forefront of our culture. We recognise the importance of work‑life balance and flexible working and provide our staff amazing benefits. Some of these benefits include:
- Generous Annual Leave Policy: We recognise everyone needs a well‑deserved break. We provide our employees with 5 weeks of annual leave, fully available at the start of each year. In addition to this, we have introduced our 5‑Year Recharge benefit which allows all employees an additional 2 weeks of paid leave after 5 years continuous service.
- Flexible Working: We know that the ‘ideal’ work‑life balance will vary from person to person and change at different stages of our working lives. To accommodate this, we have implemented a hybrid working policy and introduced more flexibility around taking unpaid leave.
- Corporate Responsibility Days: Our world is important to us, so all our employees get 3 every year to help social and environmental causes and increase our impact on the communities that mean the most to us.
- Wellbeing Fund: We want to encourage all employees to take charge and prioritise their own wellbeing. We’ve introduced our annual People Fund to support this by offering every individual a fund to support and manage their wellbeing through an activity of their choice.
- Profit Share Scheme: All employees participate in the Baringa Group Profit Share Scheme so everyone has a stake in the company’s success.
Diversity and Inclusion
We are proud to be an Equal Opportunity Employer. We believe that creating an environment where everyone feels a sense of belonging is central to our culture and that diversity is paramount to driving creativity, innovation, and value for our clients and for our people. We never filter applications by university background and encourage those who have taken alternative educational and career paths to apply. We actively encourage applications from those who identify with less represented and minority groups. We operate an inclusive recruitment process, ensuring reasonable adjustments where needed.
Senior Consultant / Manager - Customer Contact and Ai Experts in London employer: Baringa Partners LLP
Baringa is an exceptional employer that prioritises the wellbeing and growth of its employees, offering a generous annual leave policy, flexible working arrangements, and a unique profit share scheme that ensures everyone shares in the company's success. With a strong focus on diversity and inclusion, Baringa fosters a collaborative work culture where innovative ideas thrive, making it an ideal place for professionals looking to make a meaningful impact in customer contact and AI transformation.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Consultant / Manager - Customer Contact and Ai Experts in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Baringa Partners LLP. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Baringa Partners LLP before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Consultant / Manager - Customer Contact and Ai Experts in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Baringa Partners LLP:Your cover letter is your chance to shine! Tell us why you want to work at Baringa Partners LLP specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Baringa Partners LLP!
How to prepare for a job interview at Baringa Partners LLP
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
