Consultant/Senior Consultant – Customer & Contact Centres

Job title:

Consultant/Senior Consultant – Customer & Contact Centres

Company

Baringa

Job description

Consultant/Senior Consultant – Customer & Contact CentresAbout Baringa:
We set out to build the world’s most trusted consulting firm – creating lasting impact for clients and pioneering a positive, people-first way of working. We work with everyone from FTSE 100 names to bright new start-ups, in every sector.You’ll find us collaborating shoulder-to-shoulder with our clients, from the big picture right down to the detail: helping them define their strategy, deliver complex change, spot the right commercial opportunities, manage risk, or bring their purpose and sustainability goals to life. Our clients love how we get to know what makes their organisations tick – slotting seamlessly into their teams and being proudly geeky about solving their challenges.As a Certified B Corporation®, we’ve proven that we’ve built social and environmental good into every bit of what we do.We have hubs in Europe, the US, Asia and Australia, and we work all around the world – from a wind farm in Wyoming to a boardroom in Berlin. Find us wherever there’s a challenge to be tackled and an impact to be made.Our Customer practice are looking for experienced Consultants or Senior Consultants to join the team.Our Customer team is hiring highly motivated and talented individuals: new colleagues who can work with us to help our clients transform the way they engage with their customers to drive enduring growth opportunities within their business. From redesigning their customer service experience to re-imagining the role of the contact centre, we help them on their journey to a next generation customer operation, bringing digital and AI capabilities to the heart of their operating model. What you will be doingOur team are passionate about helping clients define and realise the outcomes that will transform their business from a strategy, commercial, technology, cultural and organisational perspective.
You will be joining our thriving Customer team to help us build and expand our Service Re-Imagined capability team. With deep customer service expertise, a good grasp of digital technology and AI in this field, and maybe experience in a customer facing operational environment, you will be involved in helping clients progress on their journey to transforming their customer contact operation:

• Understanding our clients’ business challenges and identifying business, Customer Experience, technology, or data-centric solutions for their needs, bringing a perspective on emerging customer, service, and technology trends
• Applying a service design lens to redefining customer journeys and identifying front-office requirements (epics, features, user stories)
• Defining their customer service strategy and omni-channel interaction model to re-imagine their end-to-end service experience
• Designing their customer service capability model and target operating model to drive their intended business outcomes
• Shaping value cases to inform our clients’ investment prioritisation decisions
• Bringing understanding and experience of technology in the front office such as Cloud, Digital and AI solutions to support the realisation of key business outcomes (e.g. CCaSS, Conversational AI, self-service channels…)
• Being customer centric and value focused, helping our clients make the most of data and insights to support transformation initiatives that deliver tangible outcomes for customers and for the business
• Redesigning the role of the customer service advisor in increasingly omnichannel, automated and data led customer management models
• Shaping project delivery approaches, methods, governance, and managing the delivery of projects or project workstreams alongside client teams

Your skills and experience

• Minimum 2 years of consultancy-based experience preferred
• Experience working with clients in Contact Centre environments
• Functional expertise on Contact Centre processes and familiarity of Contact Centre operating models covering people, process & technology
• Knowledge of impacts of Digital, Data and Cloud / Contact as a Service (CaaS) technologies on traditional Contact Centre Operating Models and how clients can best leverage these new capabilities
• Understanding of the major vendor landscape & knowledge of their products/solutions
• Experience mapping customer journeys and translating customer needs into operational customer service concepts, sales/servicing proposition design, customer servicing capability model creation
• Ability to operate at all stages of project definition & delivery lifecycle, from initial diagnostic/ strategy projects to full programme delivery
• Experience working in an Agile methodology, familiarity with Scrums as well as more classic ‘Waterfall’ delivery approaches
• A good team collaborator and people leader with strong written/verbal communication skills and excellent client relationship and interpersonal skills
• Well-developed analytical skills and ability to provide clarity to complex issues and synthesise large amounts of information; good understanding of operational and commercial metrics in a contact centre (e.g. cost to serve)
• Extra-curricular or external roles displaying leadership qualities

What a career at Baringa will give youPutting People First.
Baringa is a People First company and wellbeing is at the forefront of our culture. We recognise the importance of work-life balance and flexible working and provide our staff amazing benefits. Some of these benefits include:

• Generous Annual Leave Policy: We recognise everyone needs a well-deserved break. We provide our employees with 5 weeks of annual leave, fully available at the start of each year. In addition to this, we have introduced our 5-Year Recharge benefit which allows all employees an additional 2 weeks of paid leave after 5 years continuous service.
• Flexible Working: We know that the ‘ideal’ work-life balance will vary from person to person and change at different stages of our working lives. To accommodate this, we have implemented a hybrid working policy and introduced more flexibility around taking unpaid leave.
• Corporate Responsibility Days: Our world is important to us, so all our employees get 3 every year to help social and environmental causes and increase our impact on the communities that mean the most to us.
• Wellbeing Fund: We want to encourage all employees to take charge and prioritise their own wellbeing. We’ve introduced our annual People Fund to support this by offering every individual a fund to support and manage their wellbeing through an activity of their choice.
• Career Progression: No one develops at the same pace. That’s why we have quarterly rather than annual promotion reviews. We don’t have any quotas: if you’re ready and delivering at the right level, you’ll get that promotion.
• Profit Share Scheme: All employees participate in the Baringa Group Profit Share Scheme so everyone has a stake in the company’s success.

Diversity and Inclusion.
We are proud to be an Equal Opportunity Employer. We believe that creating an environment where everyone feels a sense of belonging is central to our culture and that diversity is paramount to driving creativity, innovation, and value for our clients and for our people.An award-winning workplace.
You can be a part of our ‘Great Place to Work’ – with our commitment to women and well-being in the workplace for all. to see some of our recent awards and how we’ve achieved this.Using business as a force for good.
At Baringa we believe that everyone creates a lasting impact when you put people – customers, employees, investors, suppliers, and society – first. Our B Corp™ certification shows that we’ve met and held ourselves accountable to high standards of social and environmental performance and transparency. Our award-winning people-first philosophy makes us distinctive – Be Kind. Be Curious. Be Great at Work.We’re proud of our recent exploration of kindness and its role in business in our first-ever brand campaign: . You can see some additional recent impact work by .Join usAll applications will receive consideration for employment without regard to race, ethnicity, religion, gender, gender identity or expression, sexual orientation, nationality, disability, age, faith or social background. We do not filter applications by university background and encourage those who have taken alternative educational and career paths to apply. We would like to actively encourage applications from those who identify with less represented and minority groups. We operate an inclusive recruitment process, ensuring reasonable adjustments where needed. Please contact a member of our Recruitment Team to discuss further.

Expected salary

Location

London

Job date

Sat, 21 Dec 2024 06:45:51 GMT

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