Customer Service Excellence – Contact Centre Consultant Manager

PwC; Birmingham; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

Empowered flexibility

Hybrid working

Private medical cover

24/7 virtual GP

Volunteer days

Job summary

PwC in Birmingham is seeking a Manager for the Customer and Service Excellence team to lead contact centre and customer operations engagements. You will manage workstreams, coach junior staff, and drive transformation across service excellence, operating models and digital enablement while building client relationships and contributing to business development.

The role emphasizes inclusive leadership, professional judgement, and PwC values in all client interactions, with activities spanning

Qualifications

• Experience delivering customer-led transformation across contact centre and customer operations.
• Strong consulting skills including problem structuring, analysis, stakeholder management, workshop facilitation and storytelling.
• Experience managing workstream plans, deliverables, risks and client expectations.
• Experience contributing to business development through proposals, credentials, client conversations or market insight.

Responsibilities

• Lead workstreams or small project teams across contact centre and customer operations transformation engagements.
• Analyse client challenges across service and operations to identify opportunities for better outcomes, efficiency and employee experience.
• Design and deliver solutions across contact centre strategy, operating models, workforce optimization, digital service, automation and AI.
• Produce high-quality client deliverables: presentations, analyses, business cases, roadmaps and implementation plans.
• Coach and review junior team members, helping develop consulting skills and knowledge.
• Contribute to business development: proposals, credentials, client conversations, proposition development.
• Build knowledge of customer service trends, channels, workforce management, data, automation and AI.

Skills

Consulting skills

Problem structuring

Analysis

Stakeholder management

Workshop facilitation

Communication

Storytelling

Job description

Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

Technology Strategy

Management Level

Manager

Job Description & Summary

About the role
At PwC, our Customer and Service Excellence team helps clients transform how they attract, engage, sell to, serve and retain their customers. We work across sales, service and marketing to improve customer outcomes, commercial performance, operational efficiency and employee experience.

We support clients with customer-led transformation challenges including contact centre transformation, customer operations, service excellence, operating model design, process improvement, digital enablement, data, automation and AI.

This role is suited to a strong consulting Manager who can work across sectors, quickly understand different client contexts, and bring structure, insight and momentum to complex contact centre and customer operations challenges.

As a Manager, you will lead contact centre and customer operations engagements, managing workstreams, client relationships, and coaching junior team members while ensuring high-quality delivery. You will help clients identify challenges and opportunities, design practical solutions, and support change across customer operations through analysis, workshops, recommendations, and client-ready deliverables.

You will also contribute to practice growth through business development, thought leadership, and proposition development, working closely with teams across PwC. The role requires inclusive leadership, professional judgement, and a commitment to demonstrating PwC’s values in all client and stakeholder interactions.

What your days will look like:

• Lead workstreams or small project teams across contact centre and customer operations transformation engagements.

• Analyse client challenges across service, contact centre and customer operations, identifying opportunities to improve customer outcomes, operational effectiveness, cost efficiency and employee experience.

• Support the design and delivery of solutions across areas such as contact centre strategy, service operating models, workforce optimisation, channel shift, process improvement, digital service, automation, AI and technology-enabled change.

• Produce high-quality client deliverables, including presentations, analysis, business cases, operating model designs, roadmaps, solution options, proposal responses and implementation plans.

• Coach, develop and review the work of junior team members, helping them build consulting skills and contact centre transformation knowledge.

• Contribute to business development activity, including proposals, credentials, client conversations and proposition development.

• Build your knowledge of customer service and contact centre trends, including digital channels, workforce management, data, automation, AI and emerging technologies.

• Uphold PwC’s standards for quality, risk management, independence, professional conduct and client delivery.

This role is for you if:

• Experience delivering customer-led transformation work across one or more areas of contact centre transformation, customer operations, service excellence, customer experience, operating model design, process improvement, digital enablement or technology-enabled change.

• A strong background within the consulting industry demonstrating skills such as problem structuring, analysis, stakeholder management, workshop facilitation, communication and storytelling.

• Experience supporting transformation projects from strategy and design through to implementation, including managing workstream plans, deliverables, risks and client expectations.

• Experience contributing to business development activity, including proposals, credentials, client conversations, market insight, proposition development or account planning.

• Evidence of leadership within project teams, including coaching junior colleagues, reviewing deliverables, providing feedback and creating a positive and inclusive team environment.

What you’ll receive from us:

No matter where you may be in your career or personal life, our benefits are designed to add value and support, recognising and rewarding you fairly for your contributions.

We offer a range of benefits including empowered flexibility and a working week split between office, home and client site; private medical cover and 24/7 access to a qualified virtual GP; six volunteering days a year and much more.

Education (if blank, degree and/or field of study not specified)

Degrees/Field of Study required:

Degrees/Field of Study preferred:

Certifications (if blank, certifications not specified)

Required Skills

Optional Skills

Accepting Feedback, Accepting Feedback, Active Listening, Analytical Thinking, Business Case Development, Business Development, Business Expansion, Business Model Development, Business Transformation, Channel Partner Management, Coaching and Feedback, Communication, Creativity, Customer Analysis, Customer Engagement, Customer Experience (CX) Strategy, Customer Insight, Customer Relationship Management, Customer Retention, Customer Service, Customer Strategy, Customer Success, Customer Transformation, E-Commerce, Embracing Change {+ 22 more}

Desired Languages (If blank, desired languages not specified)

Travel Requirements

Up to 60%

Available for Work Visa Sponsorship?

Yes

Government Clearance Required?

Yes

Job Posting End Date