NHS Property Services Ltd Customer Contact Consultant
TEaMConsulting
Posted: May 12, 2016
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Required Skills
Job Description
Overview
Specialist role Programme manager
Summary of the work
A rapid assessment of existing customer service processes to assess gaps & make recommendations based on industry standards for a centralised customer contact service. A written report is required with key recommendations that are cost-effective and pragmatic & a plan to align associated business processes
Latest start date 1st June 2016
Expected contract length 25 days
Region London
About the work
Who the specialist will work with
Head of Customer Strategy CIO Internal IT teams External Suppliers
What the specialist will work on
The Customer Contact Consultant role is to lead a high level review of the exisiting customer contact processes. Design and document a revised customer contact strategy supporting the themes defiend in the customer strategy. This individual will gain organisational commitment for the strategy from all identified stakeholders.
Work setup
Opportunity attribute name Opportunity attribute value
Address where the work will take place
London and own premises. Will be required to visit NHS Property Services locations as required for the engagement.
Working arrangements
Swindon base, expectation 2-days a week with facilities to accommodate NHSPS staff and / or its suppliers as required. 3-days a week at any of the above locations and / or supplier sites at the customers discretion based on the needs of the engagement, predominantly London.
Essential skills and experience
• 10 years work experience specialising in service management and customer service management
• Extensive experience in producing strategy papers and getting senior managment approval
• Hands-on experience with business requirements gathering/analysis Excellent verbal and written communication skills to be able to present to a target audience
• Must be detail orientated/articulate with strong time management and organizational skills
Nice-to-have skills and experience
• Industry experience of implementing service management tools Experience of implementing service improvement transforamtion projects
All your information will be kept confidential according to EEO guidelines.