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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 environment with a focus on strategic innovation.
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 London employer: TalentHawk
Contact Detail:
TalentHawk Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Consultant in 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. Sometimes, it's all about who you know, and a friendly nudge can lead to a great referral.
✨Tip Number 2
Prepare for those interviews! Research the company and its operations thoroughly. Understand their challenges and think about how you can bring your strategic vision to the table. Show them you’re not just another candidate, but the one they need.
✨Tip Number 3
Don’t shy away from showcasing your transformation expertise. Share specific examples of how you've turned around operations in the past. Use data and results to back up your claims—numbers speak volumes!
✨Tip Number 4
Apply through our website! We’ve got a streamlined process that makes it easy for you to get your application in front of the right people. Plus, it shows you’re serious about joining our team and ready to make an impact.
We think you need these skills to ace Operations Consultant in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Operations Consultant. Highlight your experience in contact centre leadership and transformation expertise, as these are key for us. Use specific examples that showcase your strategic vision and operational know-how.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Tell us why you're the perfect fit for this consultancy role. Share your passion for transforming customer experiences and how your background aligns with our objectives. Keep it engaging and personal!
Showcase Your Data Skills: Since data literacy is crucial for this position, make sure to highlight your experience with data-driven KPIs and performance frameworks. Give us examples of how you've used data to drive improvements in previous roles—this will really catch our eye!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It helps us keep everything organised and ensures your application gets the attention it deserves. Plus, it’s super easy to do!
How to prepare for a job interview at TalentHawk
✨Know Your Stuff
Before the interview, dive deep into the company's current operations and 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 a candidate, but a potential game-changer.
✨Showcase Your Vision
Prepare to articulate your strategic vision for optimising member services. Think about how you would approach the current state assessment and what innovative ideas you have for the future-state model. Be ready to discuss specific examples from your past experiences that demonstrate your ability to lead change.
✨Data is Your Best Friend
Brush up on your data literacy skills! Be prepared to discuss how you’ve used data-driven KPIs in previous roles to enhance performance. Bring examples of how you've leveraged Management Information to make informed decisions and drive operational success.
✨Be Pragmatic
Given the condensed 3-month timeframe, it’s crucial to demonstrate your ability to create realistic execution plans. Prepare to discuss how you would manage change effectively while ensuring high-impact results. Highlight your experience in delivering within tight deadlines and how you prioritise tasks.