At a Glance
- Tasks: Map and optimise customer journeys in a dynamic contact centre environment.
- Company: Join a forward-thinking company in Bath with a hybrid work setup.
- Benefits: Competitive pay, flexible working, and hands-on experience in process improvement.
- Other info: Fast-paced role with opportunities for significant career growth.
- Why this job: Make a real impact by enhancing customer experiences and operational efficiency.
- Qualifications: Experience in process mapping and contact centre optimisation is essential.
The predicted salary is between 55000 - 65000 £ per year.
- Technical Programme Manager
- Initial 3 Month Contract
- Bath – hybrid set up
- Outside IR35
This role can provide a hybrid working set up but the first month in the role will be heavily office based
A Technical Programme Manager with experience of process mapping and ideally experience within telecoms, utilities or high service environments is required to work on a 3 month contract basis in Bath
The Role
As the Technical Programme Manager, you will rapidly assess, map and optimise end-to-end customer journeys and operational processes within the contact centre environment, identifying practical, opportunities to reduce cost to serve and improve customer outcomes (e. g.
CSAT, NPS, first contact resolution).
This is a hands-on delivery role focused on diagnosing inefficiencies, simplifying processes, and designing improvements that can be implemented at pace.
Key Responsibilities
- Process Mapping & Current-State Assessment
- Map end-to-end customer journeys (sales, provisioning, fault, billing, retention)
Document front-office and back-office processes, including systems, handoffs, and dependencies. Identify:
- Failure demand drivers
- Rework loops and duplication
- Escalation triggers
- Process variation across teams/sites
- Build clear, structured artefacts (process maps, swim-lanes, customer journey maps)
- Cost-to-Serve & Performance Analysis
As the Technical Programme Manager, you will analyse operational performance data to understand:
- Cost per contact / cost per resolution
- Contact drivers and volumes
- Average handling time (AHT)
- First contact resolution (FCR)
- Repeat contact rates
Identify key cost drivers including
- Inefficient workflows
- System limitations
- Poor quality inputs from upstream processes
- Training / capability gaps
- Customer Experience & Outcome Improvement
As the Technical Programme Manager, you will assess customer journeys from a customer perspective (outside-in view)
Identify friction points impacting
- Customer effort
- Resolution time
- Satisfaction (CSAT / NPS)
Define improvements that
- Reduce customer effort
- Improve clarity, speed and outcomes
- Minimise need for repeat contact
- Opportunity Identification & Solution Delivery
As the Technical Programme Manager, you will deliver a prioritised backlog of initiatives to:
- Reduce cost per contact
- Deflect avoidable demand
- Simplify processes
- Improve automation and self-service
Quantify benefits (financial and customer impact) and propose pragmatic solutions, for example:
- Process simplification
- Automation opportunities
- Script / knowledge optimisation
- Better triage and routing logic
- Upstream fixes to prevent contact
- Delivery Outputs (End of Contract)
- Full set of current-state process maps and customer journeys
- Clear pain-point and root-cause analysis
- Prioritised improvement roadmap
- Defined business cases / benefit sizing
- Practical implementation plan (quick wins vs strategic changes)
- Ways of Working
- Highly data-led and evidence-based decision making
- Focus on incremental, measurable improvements (not theoretical redesigns)
- Comfortable operating in ambiguous, fast-moving environments
- Strong bias for action and delivery within the contract period
Essential Skills & Experience
- Proven experience in contact centre transformation / optimisation
- As the Technical Programme Manager, you will have strong expertise in Process mapping and Customer journey mapping
- Experience reducing Cost to serve and Contact volumes / failure demand
- As the Technical Programme Manager, you will have strong analytical capability (comfortable working with operational data)
- Experience working in telecoms, utilities, or high-volume service environments
- Excellent stakeholder engagement and facilitation skills
Technical Programme Manager in Bristol employer: First Recruitment Group
First Recruitment Group is an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation in the clean water sector. Located in Peterborough, employees benefit from a supportive environment that prioritises professional growth and development, alongside competitive remuneration and benefits. Join us to make a meaningful impact on vital infrastructure projects while advancing your career in a thriving industry.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Programme Manager in Bristol
✨Tap into Consulting Networks
Get active in local management consulting networks and organisations. Attend meetups, workshops, or webinars specific to consulting where you can connect with professionals who may know of temporary roles opening up at places like First Recruitment Group. Don’t underestimate word-of-mouth – it’s massive in our field!
✨Show Off Your Skills in Real-Time
As a temporary hire, you need to demonstrate your value quickly. Consider creating a mini-case study or analysis relevant to the industry and share it on platforms like LinkedIn or even during networking events. This can be an impressive way to showcase your analytical skills and problem-solving prowess – just what consulting firms are looking for!
✨Check for Temporary Roles on Niche Job Boards
Look for temporary roles on specialised job boards for consulting gigs rather than just generic platforms. Websites like Consultancy.uk or even the Careers pages of major firms could have short-term projects or roles that are perfect for you to jump in at First Recruitment Group.
✨Leverage University and Alumni Resources
If you’re fresh out of uni or connected with a local institution, take advantage of their career services and alumni networks. Many universities have exclusive connections to consulting firms seeking temporary help. Plus, it’s a great way to meet other aspiring consultants who might share leads about opportunities at First Recruitment Group.
We think you need these skills to ace Technical Programme Manager in Bristol
Some tips for your application 🫡
Showcase Your Analytical Skills:In management consulting, employers love to see your problem-solving abilities right from the get-go. Be sure to highlight any relevant analytical projects you've worked on, particularly those that show how you tackled complex problems. If you’ve done any case studies or analysis during your studies, throw those in your CV!
Tailor Your Experience for the Role:Since this is a temporary position, your application should reflect your adaptability and relevant experience quite clearly. Focus on showcasing experiences that demonstrate your ability to hit the ground running, like previous projects, internships, or freelance gigs in consulting or project management.
Craft a Targeted Cover Letter:Your cover letter is your chance to sparkle! Use it to explain why you're interested in this temporary role at First Recruitment Group and how your skills suit the specific project needs. Remember to mention how you can provide immediate value based on your past experiences.
Include Certifications or Relevant Training:If you've got any certifications like PMP, Six Sigma, or even coursework that’s super relevant, make sure to list those in your application. Management consulting can be competitive, and these extra qualifications can help you stand out in the recruitment process.
How to prepare for a job interview at First Recruitment Group
✨Prepare for Case Studies
In management consulting, case study interviews are a big deal. Expect to tackle real-world business problems on the spot. We should practise structuring our thoughts, developing hypotheses, and presenting our solutions clearly, as this is what firms like First Recruitment Group will want to see.
✨Show Off Your Problem-Solving Skills
You’ll need to demonstrate strong analytical skills and logical reasoning. Brush up on frameworks like SWOT or Porter's Five Forces, as these can come in handy. Think of instances from your experience where you tackled a complex issue—this could set you apart when speaking to First Recruitment Group.
✨Highlight Your Adaptability
Since this is a temporary role, it's crucial we showcase our ability to hit the ground running. Have examples ready that illustrate how we've adapted quickly in past positions or projects. This shows that we can contribute effectively from day one at First Recruitment Group.
✨Be Ready to Discuss Cultural Fit
Temporary roles often come with a focus on team dynamics. Prepare to discuss how we align with the values and culture at First Recruitment Group. We want to highlight our teamwork experiences and how we can mesh with their consulting teams, making it clear that we're not just looking to fill a spot but to add value.
