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.