At a Glance
- Tasks: Lead customer service transformation projects and coach junior team members.
- Company: Join PwC's innovative Customer and Service Excellence team.
- Benefits: Flexible working, private medical cover, and volunteering days.
- Other info: Dynamic role with opportunities for professional growth and development.
- Why this job: Make a real impact on customer operations and enhance client experiences.
- Qualifications: Experience in consulting and customer-led transformation projects.
The predicted salary is between 60000 - 80000 £ per year.
About the role At Pw C, our Customer and Service Excellence team helps clients transform how they attract, engage, sell to, serve and retain their customers.
We work across sales, service and marketing to improve customer outcomes, commercial performance, operational efficiency and employee experience.
We support clients with customer‑led transformation challenges including contact centre transformation, customer operations, service excellence, operating model design, process improvement, digital enablement, data, automation and AI.
This role is suited to a strong consulting Manager who can work across sectors, quickly understand different client contexts, and bring structure, insight and momentum to complex contact centre and customer operations challenges.
As a Manager, you will lead contact centre and customer operations engagements, managing workstreams, client relationships, and coaching junior team members while ensuring high‑quality delivery.
You will help clients identify challenges and opportunities, design practical solutions, and support change across customer operations through analysis, workshops, recommendations, and client‑ready deliverables.
You will also contribute to practice growth through business development, thought leadership, and proposition development, working closely with teams across Pw C.
The role requires inclusive leadership, professional judgement, and a commitment to demonstrating Pw C’s values in all client and stakeholder interactions.
- What Your Days Will Look Like
- Lead workstreams or small project teams across contact centre and customer operations transformation engagements.
- Analyse client challenges across service, contact centre and customer operations, identifying opportunities to improve customer outcomes, operational effectiveness, cost efficiency and employee experience.
- Support the design and delivery of solutions across areas such as contact centre strategy, service operating models, workforce optimisation, channel shift, process improvement, digital service, automation, AI and technology‑enabled change.
- Produce high‑quality client deliverables, including presentations, analysis, business cases, operating model designs, roadmaps, solution options, proposal responses and implementation plans.
- Coach, develop and review the work of junior team members, helping them build consulting skills and contact centre transformation knowledge.
- Contribute to business development activity, including proposals, credentials, client conversations and proposition development.
- Build your knowledge of customer service and contact centre trends, including digital channels, workforce management, data, automation, AI and emerging technologies.
- Uphold Pw C’s standards for quality, risk management, independence, professional conduct and client delivery.
- This Role Is For You If
- Experience delivering customer‑led transformation work across one or more areas of contact centre transformation, customer operations, service excellence, customer experience, operating model design, process improvement, digital enablement or technology‑enabled change.
- A strong background within the consulting industry demonstrating skills such as problem structuring, analysis, stakeholder management, workshop facilitation, communication and storytelling.
- Experience supporting transformation projects from strategy and design through to implementation, including managing workstream plans, deliverables, risks and client expectations.
- Experience contributing to business development activity, including proposals, credentials, client conversations, market insight, proposition development or account planning.
- Evidence of leadership within project teams, including coaching junior colleagues, reviewing deliverables, providing feedback and creating a positive and inclusive team environment.
- What You’ll Receive From Us
No matter where you may be in your career or personal life, our benefits are designed to add value and support, recognising and rewarding you fairly for your contributions.
We offer a range of benefits including empowered flexibility and a working week split between office, home and client site; private medical cover and 24/7 access to a qualified virtual GP; six volunteering days a year and much more.
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Customer Service Excellence – Contact Centre Consultant Manager in London employer: PwC UK
At PwC, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our commitment to employee growth is evident through our comprehensive benefits package, which includes flexible working arrangements, private medical cover, and opportunities for volunteering. Located at the heart of a global deals business, our team thrives on tackling complex challenges while supporting each other in achieving both personal and professional milestones.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Excellence – Contact Centre Consultant Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at PwC UK. 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 PwC UK 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 Customer Service Excellence – Contact Centre Consultant Manager 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 PwC UK:Your cover letter is your chance to shine! Tell us why you want to work at PwC UK 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 PwC UK!
How to prepare for a job interview at PwC UK
✨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.
