Snr or Managing Consultant – Customer Engagement Contact Centre
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Job Type | Permanent |
Location | London, Holborn |
Area | London, UK |
Sector | BIM |
Salary | £60 - 92,000 + Bonus (£4 - £15k) + Pension + Health |
Start Date | |
Advertiser | Charlton Recruitment |
Telephone | 01242 802642 |
Job Ref | MC121 |
Job Views | 705 |
- Description
- Senior or Management Consultant – Customer Engagement Contact Centre
(In the words of our client:)
Who you’ll be working with
As the digital innovation, consulting and transformation business, we help CxOs envision and build what’s next for their organizations. We’re located in more than 30 offices and 10 creative studios around the world, and our 6,000+ strong team combines strategy, technology, data science and creative design with deep industry expertise and insights, to develop new digital solutions and business models of the future.
We believe transformation begins with invention and ends with results. This inventive thinking helps clients unlock new opportunities and create what’s next for their organisations. Ideation and prototyping are key, but so too is helping our clients to scale and industrialise new solutions. The fourth industrial revolution is forcing businesses to rethink their strategy, business model and offerings to their culture – and everything in between. While emerging technologies such as artificial intelligence and blockchain continue to evolve, many organisations are still in the dark as to how and where they might be integrated. We help our clients address these challenges by designing and creating advanced, real-world digital solutions and the business models of the future, resulting in new value creation and driving their growth.
The focus of your role
As a management consultant your primary focus will be on project delivery for our clients who are increasingly calling on us to transform the way they engage with their customers by leveraging the power of technology. From designing and implementing new digital channels and tools, to optimising WfM or IVR solutions, and supporting operational teams on their Change journeys. You will enjoy variety and richness of experiences which will provide opportunities for your personal development.
We are also seeking your contact centre and operational experience to both help share and develop the knowledge within our growing Channel Transformation Team, and the client offerings we need in order to meet our sales ambitions.
It is an exciting time for the Channel Transformation Capability Team, and we look forward to your joining to help accelerate our growth.
What you’ll do
Each day in the life of a consultant brings new opportunities to learn, to share and to shine. Whether you are working on client site delivering transformation projects, or in our office shaping client offerings or commercial propositions, you will be working with bright people who share values and collaborative DNA, learning every step of the way and creating value for our clients, their customers and our business.
This calls for energy, flexibility, an ability to embrace the unknown and ambiguity, and a can-do attitude. But it also brings its rewards: you will work with like-minded colleagues, learn from those around you, enjoy supporting others and have the opportunity to be creative and innovative in everything you do.
Our framework for the Contact Centre of the Future will call for your expertise in both assessing current capabilities and maturity of our client operations, and defining or implementing innovative solutions to allow them to create great customer engagement.
You will typically consider operations holistically, ensuring that process, technology and people dimensions are covered in our clients’ transformation plans.
What you’ll bring- You’ll bring deep Customer Engagement expertise within a Contact Centre, with some experience in the Government/Public Sector being advantageous. Additional (or alternative) experience from Telco, Retail and Consumer Products, Utilities and Financial Services would be a bonus. We are looking for someone who is passionate in supporting our clients to design, deliver and optimise Customer Engagement, with a focus on Customer Channel Transformation.
- To be successful you’ll bring strong technical knowledge from within a Contact Centre. Have experience in call routing, IVR, AI, workforce management or chatbot’s and AI.
- Consulting experience is advantageous however is not a necessity. Candidates need to hold the skills and the ability to overcome internal barriers through the use of drive, determination and influencing skills. You’ll have a natural ability to work in mixed teams of colleagues and senior executives and possess outstanding communication and interpersonal skills.
- You be able to adjust positively to situations that involve changing tasks and/or location, shifting priorities or ambiguity. In fact, you’ll thrive in this environment. You’ll combine the commitment to own and deliver outstanding work with the gravitas to engage effectively with C-level / CE’s on a peer to peer basis.
Personal attributes:
To be successful you’ll be intellectually strong with an excellent academic background, highly motivated, a self-starter, bringing a proactive, can-do attitude to project delivery, capable of working independently as well as in teams in our collaborative but sometimes demanding project environment. You’ll need to be credible, with the gravitas to engage effectively with C-level / CXOs on a peer to peer basis. You’ll enjoy managing a team, providing direction and helping others to develop. In fact, you’ll thrive in this environment. You’ll demonstrate consulting professionalism and flexibility – you’ll be able to adjust positively to situations that involve changing tasks and/or location, shifting priorities or ambiguity.
WHY JOIN US? .
You’ll be free to make your role and your career what you want it to be. Proactivity and ambition flourish at this Management Consultancy. There are countless opportunities available to propel your development forward: seek out those that suit you, and we will back you all the way. In summary, we believe the following make this a great place to work:
- Show how single minds make for better teams: Work alongside fierce intellects who love to collaborate.
- Be comfortable outside your comfort zone: Self-stretchers thrive in our environment.
- Build momentum in your career: Make your role and your career what you want it to be.
- Stay true to who you are: Play to your strengths and bring your individuality.
- Aim for nothing less than leading edge: We thrive on the knowledge that the Digital work we do has real impact.
- Give your curiosity freedom and focus: A place where inquisitiveness and entrepreneurial thinking are encouraged.
Whilst you will have London as an office base location, you must be fully flexible in terms of assignment location, as these roles may involve periods of time away from home at short notice.
Roles & Salary:
Senior Consultant £50 - 72,000 + Bonus (£3 - 7k) + Pension (4%:6%) Private Medical + Life and sickness Insurance
Managing Consultant £72 - 92,000 + Bonus (£7 - £15k) + (same as above)
The main difference between a Senior Consultant and Managing consultant is fee earning target both will be technical experts but a Managing Consultant will also be expected to bring in business and contribute to future fees.