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    • Lead workstreams or small project teams across contact centre and customer operations transformation engagements.
    • View all Pwc UK jobs - London jobs - Call Center Manager jobs in London
    • Salary Search: Customer Service Excellence – Contact Centre Consultant Manager salaries in London
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    • In this vital role, you will be the friendly first point of contact for patients and visitors, ensuring a smooth and welcoming experience.
    • Direct patients where to go within the department or health centre.
    • Having knowledge/ experience in medical / hospital environment is desirable.
    • Previous experience within medical aesthetics, private healthcare or another regulated clinical environment.
    • You will oversee the smooth running of daily clinic…
    • Permanent, 30 Hours Per Week*.
    • Greeting patients and visitors in an efficient and courteous manner.
    • Providing an effective and polite telephone enquiry service.
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    • Nurse Assessor – Hybrid Working - Full Time.
    • You'll work *3 days per week in our Assessment Centre and 2 days from home*.
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    • Nurse Assessor – Hybrid Working - Full Time.
    • You'll work *3 days per week in our Assessment Centre and 2 days from home*.
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    • Nurse Assessor – Hybrid Working - Full Time.
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    • Assessment Nurse – Hybrid Working - Full Time.
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    • Hainault Health Centre Manford Way, Chigwell IG7 4DF.
    • You will play a vital role in delivering high-quality diagnostic ultrasound services, supporting patient…
    • Review medical conditions and assess their impact on daily activities.
    • This role empowers you to utilise your knowledge, assess conditions, and evaluate their…
    • Previous experience in a contact centre environment, with demonstrated experience in both customer service and financial support roles (or a combined equivalent…
    • Throughout your career, you could work in operational headquarters, airfields, control centres, deployable environments, Space operations or specialist support…
    • Working a structured Monday–Friday daytime week on a hybrid basis, splitting your time between an assessment centre and home.
    • Able to work full-time.

Job Post Details

Pwc UK logo

Customer Service Excellence – Contact Centre Consultant Manager - job post

Pwc UK
3.9 out of 5 stars
London WC2N•Hybrid work
Full-time
You must create an Indeed account before continuing to the company website to apply

Job details

Job type

  • Full-time

Location

London WC2N•Hybrid work

Full job description

About the role At PwC, our Customer and Service Excellence team helps clients transform how they attract, engage, sell to, serve and retain their customers. We work across sales, service and marketing to improve customer outcomes, commercial performance, operational efficiency and employee experience. We support clients with customer-led transformation challenges including contact centre transformation, customer operations, service excellence, operating model design, process improvement, digital enablement, data, automation and AI. This role is suited to a strong consulting Manager who can work across sectors, quickly understand different client contexts, and bring structure, insight and momentum to complex contact centre and customer operations challenges.

As a Manager, you will lead contact centre and customer operations engagements, managing workstreams, client relationships, and coaching junior team members while ensuring high-quality delivery. You will help clients identify challenges and opportunities, design practical solutions, and support change across customer operations through analysis, workshops, recommendations, and client-ready deliverables.

You will also contribute to practice growth through business development, thought leadership, and proposition development, working closely with teams across PwC. The role requires inclusive leadership, professional judgement, and a commitment to demonstrating PwC’s values in all client and stakeholder interactions.

What your days will look like:

  • Lead workstreams or small project teams across contact centre and customer operations transformation engagements.

  • Analyse client challenges across service, contact centre and customer operations, identifying opportunities to improve customer outcomes, operational effectiveness, cost efficiency and employee experience.

  • Support the design and delivery of solutions across areas such as contact centre strategy, service operating models, workforce optimisation, channel shift, process improvement, digital service, automation, AI and technology-enabled change.

  • Produce high-quality client deliverables, including presentations, analysis, business cases, operating model designs, roadmaps, solution options, proposal responses and implementation plans.

  • Coach, develop and review the work of junior team members, helping them build consulting skills and contact centre transformation knowledge.

  • Contribute to business development activity, including proposals, credentials, client conversations and proposition development.

  • Build your knowledge of customer service and contact centre trends, including digital channels, workforce management, data, automation, AI and emerging technologies.

  • Uphold PwC’s standards for quality, risk management, independence, professional conduct and client delivery.

This role is for you if:

  • Experience delivering customer-led transformation work across one or more areas of contact centre transformation, customer operations, service excellence, customer experience, operating model design, process improvement, digital enablement or technology-enabled change.

  • A strong background within the consulting industry is essential, demonstrating skills such as problem structuring, analysis, stakeholder management, workshop facilitation, communication and storytelling.

  • Experience supporting transformation projects from strategy and design through to implementation, including managing workstream plans, deliverables, risks and client expectations.

  • Experience contributing to business development activity, including proposals, credentials, client conversations, market insight, proposition development or account planning.

  • Evidence of leadership within project teams, including coaching junior colleagues, reviewing deliverables, providing feedback and creating a positive and inclusive team environment.

What you’ll receive from us:

No matter where you may be in your career or personal life, our benefits are designed to add value and support, recognising and rewarding you fairly for your contributions.

We offer a range of benefits including empowered flexibility and a working week split between office, home and client site; private medical cover and 24/7 access to a qualified virtual GP; six volunteering days a year and much more.

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