CX & Operations Lead: KM, QA & Complaints Optimisation

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

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.