Caller Experience Consultant

PHMG Careers; Manchester; On-site; GBP 31,000 - 34,000; Full time

Job summary

PHMG in Manchester is seeking a Caller Experience Consultant to map call flows across cloud telephony portals, supporting pre-sales with clear, client-ready documentation and high-quality presentations.

You’ll create call maps across multiple cloud platforms, managing a high volume of outputs daily and translating complex configurations into practical, high-performing solutions for sales, implementation and account management teams.

Qualifications

• Hands-on experience configuring cloud-based phone systems.
• Creation and daily production of high-volume call maps across different systems.
• Strong understanding of multiple telephony platforms and portals.
• Confident communicator, able to translate technical concepts for non-technical audiences.
• Proven track record of delivering consultative solutions to internal and external clients.
• Capable of managing multiple projects simultaneously with competing deadlines.
• Prior experience supporting sales or pre-sales functions in a technical capacity.
• Experience with telephony vendor integrations or partnerships (preferred).

Responsibilities

• Produce high-quality client-facing technical presentations showcasing telephony platform capabilities
• Design and deliver call maps across multiple cloud telephony portals, accurately outlining call routing logic and system flows
• Support system referrals and provide technical consultancy to internal teams
• Offer pre-sales support, showcasing potential improvements and system enhancements tailored to client needs
• Proactively analyse and report on system usage, performance data, and identify optimisation opportunities
• Collaborate with Implementation and Account Management teams to solve complex client cases
• Provide training and documentation on cloud telephony features and best practices
• Act as a brand ambassador for our telephony partnerships during client discussions

Job description

Role: Caller Experience Consultant

Location: Manchester

Hours: Monday - Friday, 1.00pm - 10pm GMT

Package: Up to £31,000 base, £34,000 OTE

Role Summary & Purpose

As a Caller Experience Consultant, you’ll play a vital role in optimising the technical journey of our clients’ callers. By supporting our sales and client teams with high-quality system documentation, you will help shape the caller experience and support revenue initiatives through optimising telephony solutions.

Your core responsibility will be to create call flow maps across multiple cloud telephone portals—ensuring every caller has a seamless experience. You’ll manage a high volume of map outputs daily across a variety of platforms and systems.

This is a fast-paced pre-sales role where your attention to detail, analytical capabilities, and understanding of cloud telephony systems will be constantly relied upon. You’ll be a key partner to the sales, implementation, and account management teams—helping translate complex technical setups into practical, high-performing solutions.

Key Responsibilities

• Produce high-quality client-facing technical presentations showcasing telephony platform capabilities
• Design and deliver call maps across multiple cloud telephony portals, accurately outlining call routing logic and system flows
• Support system referrals and provide technical consultancy to internal teams
• Offer pre-sales support, showcasing potential improvements and system enhancements tailored to client needs
• Proactively analyse and report on system usage, performance data, and identify optimisation opportunities
• Collaborate with Implementation and Account Management teams to solve complex client cases
• Provide training and documentation on cloud telephony features and best practices
• Act as a brand ambassador for our telephony partnerships during client discussions

Required Experience

• Hands-on experience configuring and optimising cloud-based phone systems (e.g., UCaaS/CCaaS)
• Creation and daily production of high-volume call maps across different systems
• Strong understanding of multiple telephony platforms and portals
• Confident communicator, able to translate technical concepts for non-technical audiences
• Proven track record of delivering consultative solutions to internal and external clients
• Capable of managing multiple projects simultaneously with competing deadlines
• Prior experience supporting sales or pre-sales functions in a technical capacity
• Experience with telephony vendor integrations or partnerships (preferred)

Key Competencies

• Deep understanding of Cloud Telephony, Unified Communications (UCaaS), and Contact Centre systems (CCaaS)
• Analytical mindset with the ability to spot trends and translate data into meaningful insights
• Thrives under pressure, comfortable with high case volumes and rapid turnarounds
• High attention to detail; always delivers polished, client-ready work
• Excellent organisational, documentation, and communication skills
• Collaborative team player with a positive, proactive attitude
• A strong advocate for caller experience excellence and system efficiency

About PHMG:

Established in 1998, PHMG has grown from a Manchester-founded creative business into the world’s leading audio branding agency. Today, we partner with almost 40,000 clients across more than 50 countries, including global brands such as Coca-Cola, Samsung, Adidas and Audi, alongside ambitious SMEs in virtually every sector. Innovation fuels everything we do.

From day one, we set out to redefine audio branding by harmonising creativity, technology and measurable results. That mindset continues to shape our evolution as we expand beyond sound into a broader suite of client communication services.

In 2025, PHMG entered a defining new chapter as an employee-owned business. Ownership now sits with the people who power our creativity, performance and growth. It strengthens our independence, sharpens our long-term focus and ensures success is shared. We are proud recipients of the King’s Award for Enterprise, recognised for innovation, growth and performance excellence.

Today, more than 800 colleagues across six global offices collaborate to deliver work that blends artistry with commercial impact.

Joining PHMG means becoming part of a people-powered, future-focused company that values creativity, champions diversity and invests in professional growth. Sound good?

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