2179 - Contact Centre Consultant

Construction Industry Training Board; Horsham; Hybrid; GBP 93,000; Full time

Job summary

A leading construction training organization is seeking a Contact Centre Consultant to drive strategic transformation in customer service operations. This senior role requires exceptional strategic vision, operational excellence, and transformation delivery capabilities. The ideal candidate will lead complex initiatives aimed at enhancing customer experience and achieving measurable improvements across all key metrics. A full UK Driving license is required for this role, which includes travel throughout the UK.

Benefits

25 days holiday + bank holidays

3 additional days Christmas shutdown

Generous pension scheme (up to 9% employer contribution)

Life assurance (4x salary)

Qualifications

• Experience leading transformation initiatives in a contact centre environment.
• Proven ability to provide strategic counsel to senior stakeholders.
• Demonstrated skills in budget management and cost optimisation.

Responsibilities

• Drive strategic transformation across customer service operations.
• Lead end-to-end transformation programmes including cloud migration.
• Design and execute change management strategies affecting 100+ employees.

Skills

Strategic vision

Operational excellence

Transformation delivery

Change management

Analytical insights

Job description

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‑plus‑pound transformation initiatives that fundamentally reshape how we serve our customers.

Key Responsibilities and Accountabilities

Strategic Responsibilities

• Vision & Strategy Development: Lead the development and execution of the 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 licence 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.