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- Tasks: Lead a transformative assessment of contact centre operations and enhance customer experience.
- Company: Dynamic consultancy firm focused on operational excellence.
- Benefits: Competitive pay, flexible hybrid work, and impactful project experience.
- Why this job: Shape the future of member-centric organisations and drive real change.
- Qualifications: Proven leadership in contact centres and expertise in operational transformation.
- Other info: Fast-paced project with significant impact in just three months.
The predicted salary is between 48000 - 72000 £ per year.
We are seeking a high-caliber Operational Review Consultant to spearhead a comprehensive assessment of our clients' contact centre and membership functions. This isn’t just a standard "health check"—we are looking for a visionary strategist to overhaul their contact centre and customer experience operations, defining the future of a high-performing, member-centric organization.
The successful consultant will dive deep into current workflows, identify friction points, and provide a clear, actionable roadmap for total operational transformation.
Key ObjectivesThe consultancy is structured into three critical phases:
- Current State Assessment: Audit existing workflows, team dynamics, and operational pain points within the Member Services functions.
- Strategic Optimisation: Propose a future-state model focusing on:
- Organisational Design: Refinement of roles, responsibilities, and team structures.
- Performance Frameworks: Developing sophisticated segmentation, Management Information (MI), and data-driven KPIs.
- Omni-channel Strategy: Ensuring seamless member journeys across all digital and voice touchpoints.
This is a senior-level consultancy requiring a blend of high-level strategic vision and "in-the-weeds" operational expertise.
- Contact Centre Leadership: A proven track record of leading modern, high-performing, omni-channel contact centres.
- Transformation Expertise: Demonstrated experience in transforming customer/member experience functions, driving both cultural and structural change.
- Data Literacy: Deep understanding of how to leverage data, MI, and KPIs to drive performance and satisfaction.
- Industry Knowledge: Familiarity with member-based organisations or the music/royalty industry is a significant advantage.
- Pragmatism: The ability to deliver a realistic, high-impact execution plan within a condensed 3-month timeframe.
- Operational Audit & System Report: A comprehensive summary of current issues, bottlenecks, and performance gaps.
- Optimisation Proposal: A detailed strategy covering recommended structural changes, technology integration, and performance metrics.
- Execution Roadmap: A step-by-step implementation plan including timelines, resource requirements, and change management milestones.
Operations Consultant in City of London employer: TalentHawk
Contact Detail:
TalentHawk Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Consultant in City of London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the lookout for opportunities. You never know who might have a lead or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your responses to show how your experience aligns with their needs, especially in transforming customer/member experiences.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or mentors to refine your answers and boost your confidence. Focus on articulating your strategic vision and operational expertise.
✨Tip Number 4
Don't forget to apply through our website! We want to see your application and help you land that Operations Consultant role. It's a great way to get noticed and show your enthusiasm.
We think you need these skills to ace Operations Consultant in City of London
Some tips for your application 🫡
Show Your Strategic Side: When writing your application, make sure to highlight your strategic vision. We want to see how you can transform operations and enhance customer experiences, so share specific examples of your past successes in these areas.
Be Data-Driven: Since data literacy is key for this role, don’t shy away from showcasing your experience with data analysis. We love candidates who can leverage data to drive performance, so include any relevant metrics or KPIs you've worked with.
Tailor Your Application: Make your application stand out by tailoring it to our job description. Use the same language and focus on the skills and experiences that align with what we’re looking for. This shows us you’ve done your homework!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the hiring process.
How to prepare for a job interview at TalentHawk
✨Know Your Stuff
Before the interview, dive deep into the company's operations and their current challenges. Familiarise yourself with their contact centre processes and think about how you can bring your transformation expertise to the table. This will show that you're not just interested in the role but are genuinely invested in their success.
✨Showcase Your Vision
Prepare to discuss your strategic vision for optimising their member services functions. Think about how you would approach the current state assessment and what innovative ideas you could propose. Be ready to articulate a clear roadmap for transformation that aligns with their goals.
✨Data is Your Best Friend
Brush up on your data literacy skills! Be prepared to discuss how you’ve used data-driven KPIs in past roles to enhance performance. Bring examples of how you've leveraged Management Information to drive operational improvements, as this will resonate well with their focus on performance frameworks.
✨Be Pragmatic
Given the condensed 3-month timeframe, it’s crucial to demonstrate your ability to deliver realistic and impactful plans. Share examples from your previous experiences where you successfully implemented change within tight deadlines. This will highlight your pragmatism and readiness to tackle their challenges head-on.