Loom Talent
Customer Service Improvement Consultant
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Customer Service Improvement Consultant
3-month interim contract
Dudley | Hybrid working
Loom Talent are delighted to be partnering with a well-established organisation to recruit a Customer Service Improvement Consultant on an initial 3-month interim basis.
This is a really interesting opportunity for someone who enjoys getting stuck into a business, looking at how things work and then figuring out how they could work better.
Joining a busy customer service function, you'll work closely with the relevant key stakeholders to review existing processes, systems and ways of working, with a real focus on improving performance and making life easier for the team and customers.
The Role
- Review current customer service processes, systems and ways of working, identifying opportunities for improvement.
- Support the development and improvement of key contact centre KPIs and performance measures.
- Look at ways to improve efficiency, help and coach new team members to reach productivity more quickly.
- Identify opportunities to automate manual or inefficient processes.
- Explore how AI can be used practically to simplify processes and improve the customer service operation.
- Use data and insight to identify areas of opportunity and measure the impact of changes.
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What we're looking for
This role would suit someone with a strong background in customer service improvement, contact centre transformation or operational excellence, who is comfortable coming into a business, quickly understanding how things work and getting stuck in.
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You'll need to be commercially minded, analytical and naturally curious, with a genuine passion for continuous improvement. Experience of working with contact centre KPIs, process automation and/or AI would be particularly useful.
Most importantly, you'll be someone who can build relationships quickly, challenge constructively and turn ideas into practical improvements.
This is an interim role where you'll be expected to hit the ground running and make an impact quickly, so if you're available immediately or at short notice and this sounds like your sort of project, I'd love to hear from you.
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