Customer Experience (CX) and Operations Manager

TalentHawk Limited; Greater London; Hybrid; GBP 92,000 - 120,000; Full time

Job summary

TalentHawk Limited is seeking an experienced CX & Operations Lead for a six-month contract in London. The role is hybrid with two in-office days per week and a focus on designing and embedding KM, QA, and complaints frameworks across Member Experience and Support.

You will guide the end-to-end KM lifecycle, build QA scorecards, strengthen complaints governance, and deliver an integrated rollout with BAU handover.

Qualifications

• Experience designing and embedding KM, QA, and complaints frameworks in contact-centre environments.
• Expertise in complaints governance, quality monitoring, and continuous improvement.
• Leads operational change from concept to adoption and BAU handover.
• Strong process design, documentation, and stakeholder management.
• Analytical ability to evaluate data, identify trends, and drive root-cause resolution.
• Well-organised, pragmatic, and able to work in time-bound contracts.
• Experience in membership/rights-management or regulated services.
• Experience with tech-enabled KM or quality platforms.
• Qualifications/training in Quality Management or Lean/Six Sigma.

Responsibilities

• Current-State Assessment of KM, QA, and complaints processes to identify gaps and risks.
• Frame policies, process maps, standards, templates, and operational tools.
• Establish end-to-end Knowledge Management lifecycle from content creation to retirement.
• Build QA methodology including scorecards, sampling, scoring, and coaching tools.
• Strengthen complaints governance with taxonomy, escalation, SLA standards, and reporting.
• Develop and drive an integrated rollout plan with managers and frontline teams.
• Link complaints insights to service improvements and operational metrics.
• Define BAU ownership, governance forums, and training/handover documentation.

Skills

KM/QA/Complaints embedding

Complaints governance

Operational change leadership

Process design & documentation

Analytical / root-cause analysis

Stakeholder management

Regulated environments

Tech-enabled KM/QM platforms

Quality mgmt training

Education

Quality Management (Lean/Six Sigma)

Complaints Governance

Continuous Improvement

Job description

CX (Customer Experience) & Operations Lead (Six-Month Contract - Outside IR35) £500 - £650 per day DOE

Location: London (Hybrid – 2 days per week in office)

Contract Duration: 6 Months

About the Role

We are seeking an experienced CX & Operations Lead for a high-impact, delivery-focused 6-month contract. In this role, you will lead the design, implementation, and embedding of robust Knowledge Management (KM), Quality Assurance (QA), and Complaints-Handling frameworks across our Member Experience and Support function.

This is a hands-on transformation role focused on taking our operations from their current state to a consistent, measurable, and sustainable operating model. You will ensure operational standards are practical, fully adopted by frontline teams, and seamlessly handed over to business-as-usual (BAU) ownership.

Key Responsibilities

• Current-State Assessment: Conduct a comprehensive review of existing KM, QA, and complaints processes to identify gaps, risks, duplication, and improvement opportunities.
• Framework & Policy Design: Create clear, proportionate policies, process maps, standards, templates, and operational tools aligned with regulatory requirements and industry best practice.
• Knowledge Management Lifecycle: Establish an end-to-end KM model covering content creation, approval, publishing, review cadence, and retirement.
• Quality Assurance Framework: Build a complete QA methodology, including evaluation scorecards, sampling, scoring, calibration sessions, reporting, and coaching tools.
• Complaints Governance: Strengthen complaints handling through clear categorisation taxonomy, escalation pathways, SLA standards, root-cause analysis, and reporting models.
• Implementation & Change Management: Develop and drive an integrated rollout plan, engaging managers, team leaders, and frontline colleagues through workshops and feedback sessions.
• Service Improvement: Connect complaints insights, quality audit findings, and operational metrics to deliver tangible service enhancements.
• BAU Handover: Define future ownership, decision rights, and governance forums, delivering comprehensive training and handover documentation for long-term sustainability.

By the end of the 6-month assignment, you will have delivered:

• Documented current-state assessment and prioritised gap analysis.
• Approved operational frameworks for KM, QA, and Complaints Handling.
• Supporting process maps, policies, scorecards, and templates.
• Embedded complaints taxonomy, escalation routes, and root-cause reporting models.
• Implementation roadmap, stakeholder engagement plan, and training materials.
• Evidence of initial pilot implementation, adoption metrics, and effectiveness tracking.
• Comprehensive BAU handover pack and final closure report.

Key Skills & Experience

• Proven track record designing and embedding KM, QA, and complaints frameworks within a contact-centre or customer/member-service environment.
• Strong expertise in complaints governance, quality monitoring methodologies, and continuous improvement practices.
• Practical experience leading operational change from initial concept through implementation, adoption, and BAU handover.
• Exceptional process design, documentation, and stakeholder-management skills.
• Strong analytical ability to evaluate operational data, spot trends, and drive root-cause resolutions.
• Highly organised, pragmatic, and self-motivated in time-bound contract environments.
• Background working within a membership, rights-management, or regulated service environment.
• Experience with tech-enabled knowledge management or quality management platforms.
• Professional qualifications or formal training in Quality Management, Complaints Governance, or Continuous Improvement (e.g., Lean / Six Sigma).