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.
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.
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.
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