HW Interim Solutions
Customer Support Transformation Consultant
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HW Interim Solutions is supporting a client to engage an experienced Customer Support Transformation Consultant for a significant business transformation and scale-up programme.
This is a senior, hands-on execution role within a high-growth retail environment. The business is embarking on an ambitious transformation agenda, with a clear focus on improving customer experience and service performance, increasing operational efficiency, and building a support model capable of underpinning hypergrowth.
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The successful consultant will be responsible for turning transformation strategy into tangible operational change, working at pace with the leadership team and frontline operation to design, implement, and embed improvements across:
- Customer support operating model and processes
- Technology, automation, and tooling
- Workforce capability, structure, and productivity
- MI, reporting, KPIs, and performance management
- Customer journeys and service delivery
- Operational controls, governance, and scalability
- Cost efficiency and capacity optimisation
- Change implementation and embedding new ways of working
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The ideal candidate will have a demonstrable track record of delivering customer support, customer service, or contact centre transformation, ideally within retail or another fast-paced consumer business. Experience operating in PE-backed, high-growth, or transformation-led environments would be highly relevant.
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