First Recruitment Group
Technical Programme Manager
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Technical Programme Manager
Initial 3 Month Contract
Bath – hybrid set up
Outside IR35
This role can provide a hybrid working set up but the first month in the role will be heavily office based.
A Technical Programme Manager with experience of process mapping and ideally experience within telecoms, utilities or high service environments is required to work on a 3 month contract basis in Bath.
The Role
As the Technical Programme Manager, you will rapidly assess, map and optimise end-to-end customer journeys and operational processes within the contact centre environment, identifying practical, opportunities to reduce cost to serve and improve customer outcomes (e.g. CSAT, NPS, first contact resolution).
This is a hands-on delivery role focused on diagnosing inefficiencies, simplifying processes, and designing improvements that can be implemented at pace.
Key Responsibilities
Process Mapping & Current-State Assessment
- Map end-to-end customer journeys (sales, provisioning, fault, billing, retention)
- Document front-office and back-office processes, including systems, handoffs, and dependencies. Identify:
- Failure demand drivers
- Rework loops and duplication
- Escalation triggers
- Process variation across teams/sites
- Build clear, structured artefacts (process maps, swim-lanes, customer journey maps)
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Cost-to-Serve & Performance Analysis
- As the Technical Programme Manager, you will analyse operational performance data to understand:
- Cost per contact / cost per resolution
- Contact drivers and volumes
- Average handling time (AHT)
- First contact resolution (FCR)
- Repeat contact rates
- Identify key cost drivers including:
- Inefficient workflows
- System limitations
- Poor quality inputs from upstream processes
- Training / capability gaps
Customer Experience & Outcome Improvement
- As the Technical Programme Manager, you will assess customer journeys from a customer perspective (outside-in view)
- Identify friction points impacting:
- Customer effort
- Resolution time
- Satisfaction (CSAT / NPS)
- Define improvements that:
- Reduce customer effort
- Improve clarity, speed and outcomes
- Minimise need for repeat contact
Opportunity Identification & Solution Delivery
- As the Technical Programme Manager, you will deliver a prioritised backlog of initiatives to:
- Reduce cost per contact
- Deflect avoidable demand
- Simplify processes
- Improve automation and self-service
- Quantify benefits (financial and customer impact) and propose pragmatic solutions, for example:
- Process simplification
- Automation opportunities
- Script / knowledge optimisation
- Better triage and routing logic
- Upstream fixes to prevent contact
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Delivery Outputs (End of Contract)
- Full set of current-state process maps and customer journeys
- Clear pain-point and root-cause analysis
- Prioritised improvement roadmap
- Defined business cases / benefit sizing
- Practical implementation plan (quick wins vs strategic changes)
Ways of Working
- Highly data-led and evidence-based decision making
- Focus on incremental, measurable improvements (not theoretical redesigns)
- Comfortable operating in ambiguous, fast-moving environments
- Strong bias for action and delivery within the contract period
Essential Skills & Experience
- Proven experience in contact centre transformation / optimisation
- Strong expertise in Process mapping and Customer journey mapping
- Experience reducing Cost to serve and Contact volumes / failure demand
- Strong analytical capability (comfortable working with operational data)
- Experience working in telecoms, utilities, or high-volume service environments
- Excellent stakeholder engagement and facilitation skills
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