2179 - Contact Centre Consultant
| Dyddiad hysbysebu: | 18 Tachwedd 2025 |
|---|---|
| Cyflog: | £75,000 i £100,000 bob blwyddyn, pro rata |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 25 Tachwedd 2025 |
| Lleoliad: | Eastern England, UK |
| Gweithio o bell: | Ar y safle yn unig |
| Cwmni: | Construction Industry Training Board |
| Math o swydd: | Cytundeb |
| Cyfeirnod swydd: | 2179 |
Crynodeb
Role: Contact Centre Consultant
Location: Peterborough – with the option for a blended working approach, agreed with your Line Manager (2 days a week in the office)
Hours of Work: Full-time (35 hours per week)
Contract: 1-year Fixed Term Contract
Salary: £93,000 + Car allowance
Travel throughout GB will be required (Newcastle, York, Bircham Newton, Peterborough, London, Newport
CITB has a clear purpose to support the Construction industry to have a skilled, competent, and inclusive workforce it needs, now and in the future. Customers are at the heart of everything we do, and our culture of collaboration and empowerment means we work across the industry, and with partners, to deliver positive outcomes, with impact, that address key industry challenges of responding to the industry skills demand, developing the capacity and capability of construction training provision and addressing future skills needs.
Role purpose:
We are seeking an exceptional Contact Centre Consultant to drive strategic transformation across our customer service operations. This senior-level position demands a rare combination of strategic vision, operational excellence, and proven transformation delivery capabilities. You will act as a trusted advisor to senior executives and stakeholders while leading complex, million-pound plus transformation initiatives that fundamentally reshape how we serve our customers.
Key Responsibilities and Accountabilities:
Strategic Responsibilities
Vision & Strategy Development: Lead the development and execution contact centre strategy aligned with broader organisational objectives, including omnichannel customer experience roadmaps and digital transformation initiatives
Business Case Development: Create compelling business cases for major capital investments in technology, infrastructure, and operational improvements, with full ROI analysis and risk assessment
Executive Advisory: Provide strategic counsel to senior stakeholders and executives on customer experience trends, emerging technologies (AI, automation, conversational AI), and competitive positioning
Market Intelligence: Conduct sophisticated competitor analysis, industry benchmarking, and trend forecasting to inform strategic decision-making and maintain competitive advantage
Strategic Partnerships: Identify, evaluate, and negotiate partnerships with technology vendors, providers, and strategic consultancies to enhance capability and drive innovation
Transformation Responsibilities
Programme Leadership: Lead end-to-end transformation programmes including cloud migration, AI implementation, workforce optimisation, and operating model redesign
Change Management: Design and execute comprehensive change management strategies affecting 100+ employees, including stakeholder engagement, communication plans, and adoption programmes
Operating Model Design: Redesign contact centre operating models including organisational structure, workforce planning, spans and layers, governance frameworks, and decision rights
Technology Implementation: Oversee selection and implementation of enterprise platforms (CCaaS, CRM, WFM, quality management) ensuring seamless integration with existing technology ecosystems
Process Re-engineering: Lead business process re-engineering initiatives using Lean Six Sigma methodologies to eliminate waste, reduce AHT by 20%+, and improve first contact resolution to 85%+
Cultural Transformation: Drive cultural change initiatives to embed customer-centricity, continuous improvement, and agile ways of working across the organisation
Operational Responsibilities
Performance Optimisation: Deliver measurable improvements across all key metrics: NPS (+15 points), CSAT (90%+), employee engagement (+20%), cost per contact (-25%), and operational efficiency
Workforce Management: Optimise workforce planning, scheduling, forecasting accuracy (95%+), and resource allocation across multiple channels (voice, email, chat, social, video)
Quality Assurance: Design and implement sophisticated QA frameworks including calibration programmes, automated quality monitoring, and customer feedback integration
Analytics & Insights: Build advanced analytics capabilities including predictive modelling, speech analytics, journey analytics, and real-time dashboards to drive data-informed decision-making
Operational Excellence: Establish continuous improvement frameworks, innovation labs, and centres of excellence to sustain performance gains and drive ongoing optimisation
Vendor Management: Manage complex vendor relationships including SLA governance, performance reviews, contract negotiations, and cost optimisation initiatives
Financial Responsibilities
Budget Management: Contribute to the fiscal responsibility for contact centre including FTE costs, technology spend, facilities, and outsourced services
Cost Optimisation: Identify and deliver cost reduction initiatives while maintaining or improving service quality and customer satisfaction
Investment Appraisal: Evaluate capital expenditure requests, conduct financial modelling, and provide investment recommendations with clear payback periods
Special Conditions/Other Requirements:
Travel throughout GB will be required (Newcastle, York, Bircham Newton, Peterborough, London, Newport
Full UK Driving license is required.
Present as required at project and programme board team events, internal live events
*For full details, please refer to the Role Profile.
Why join CITB?
25 days holiday + bank holidays
3 additional days Christmas shutdown
Generous pension scheme (up to 9% employer contribution)
Life assurance (4x salary)
Please note that we reserve the right to close the vacancy prior to the stated closing date.
Location: Peterborough – with the option for a blended working approach, agreed with your Line Manager (2 days a week in the office)
Hours of Work: Full-time (35 hours per week)
Contract: 1-year Fixed Term Contract
Salary: £93,000 + Car allowance
Travel throughout GB will be required (Newcastle, York, Bircham Newton, Peterborough, London, Newport
CITB has a clear purpose to support the Construction industry to have a skilled, competent, and inclusive workforce it needs, now and in the future. Customers are at the heart of everything we do, and our culture of collaboration and empowerment means we work across the industry, and with partners, to deliver positive outcomes, with impact, that address key industry challenges of responding to the industry skills demand, developing the capacity and capability of construction training provision and addressing future skills needs.
Role purpose:
We are seeking an exceptional Contact Centre Consultant to drive strategic transformation across our customer service operations. This senior-level position demands a rare combination of strategic vision, operational excellence, and proven transformation delivery capabilities. You will act as a trusted advisor to senior executives and stakeholders while leading complex, million-pound plus transformation initiatives that fundamentally reshape how we serve our customers.
Key Responsibilities and Accountabilities:
Strategic Responsibilities
Vision & Strategy Development: Lead the development and execution contact centre strategy aligned with broader organisational objectives, including omnichannel customer experience roadmaps and digital transformation initiatives
Business Case Development: Create compelling business cases for major capital investments in technology, infrastructure, and operational improvements, with full ROI analysis and risk assessment
Executive Advisory: Provide strategic counsel to senior stakeholders and executives on customer experience trends, emerging technologies (AI, automation, conversational AI), and competitive positioning
Market Intelligence: Conduct sophisticated competitor analysis, industry benchmarking, and trend forecasting to inform strategic decision-making and maintain competitive advantage
Strategic Partnerships: Identify, evaluate, and negotiate partnerships with technology vendors, providers, and strategic consultancies to enhance capability and drive innovation
Transformation Responsibilities
Programme Leadership: Lead end-to-end transformation programmes including cloud migration, AI implementation, workforce optimisation, and operating model redesign
Change Management: Design and execute comprehensive change management strategies affecting 100+ employees, including stakeholder engagement, communication plans, and adoption programmes
Operating Model Design: Redesign contact centre operating models including organisational structure, workforce planning, spans and layers, governance frameworks, and decision rights
Technology Implementation: Oversee selection and implementation of enterprise platforms (CCaaS, CRM, WFM, quality management) ensuring seamless integration with existing technology ecosystems
Process Re-engineering: Lead business process re-engineering initiatives using Lean Six Sigma methodologies to eliminate waste, reduce AHT by 20%+, and improve first contact resolution to 85%+
Cultural Transformation: Drive cultural change initiatives to embed customer-centricity, continuous improvement, and agile ways of working across the organisation
Operational Responsibilities
Performance Optimisation: Deliver measurable improvements across all key metrics: NPS (+15 points), CSAT (90%+), employee engagement (+20%), cost per contact (-25%), and operational efficiency
Workforce Management: Optimise workforce planning, scheduling, forecasting accuracy (95%+), and resource allocation across multiple channels (voice, email, chat, social, video)
Quality Assurance: Design and implement sophisticated QA frameworks including calibration programmes, automated quality monitoring, and customer feedback integration
Analytics & Insights: Build advanced analytics capabilities including predictive modelling, speech analytics, journey analytics, and real-time dashboards to drive data-informed decision-making
Operational Excellence: Establish continuous improvement frameworks, innovation labs, and centres of excellence to sustain performance gains and drive ongoing optimisation
Vendor Management: Manage complex vendor relationships including SLA governance, performance reviews, contract negotiations, and cost optimisation initiatives
Financial Responsibilities
Budget Management: Contribute to the fiscal responsibility for contact centre including FTE costs, technology spend, facilities, and outsourced services
Cost Optimisation: Identify and deliver cost reduction initiatives while maintaining or improving service quality and customer satisfaction
Investment Appraisal: Evaluate capital expenditure requests, conduct financial modelling, and provide investment recommendations with clear payback periods
Special Conditions/Other Requirements:
Travel throughout GB will be required (Newcastle, York, Bircham Newton, Peterborough, London, Newport
Full UK Driving license is required.
Present as required at project and programme board team events, internal live events
*For full details, please refer to the Role Profile.
Why join CITB?
25 days holiday + bank holidays
3 additional days Christmas shutdown
Generous pension scheme (up to 9% employer contribution)
Life assurance (4x salary)
Please note that we reserve the right to close the vacancy prior to the stated closing date.