Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Customer Service Excellence – Contact Centre Consultant Manager role.
Rezi rewrites your resume against Pwc UK's job description. Free.
Tailor your resume to this Customer Service Excellence – Contact Centre Consultant Manager role.
Rezi rewrites your resume against Pwc UK's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Customer Service Excellence – Contact Centre Consultant Manager posting at Pwc UK — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Customer Service Excellence – Contact Centre Consultant Manager posting at Pwc UK — free, in seconds.
About the Role
PwC's Customer and Service Excellence team assists clients in transforming customer engagement, sales, service, and retention. We focus on improving customer outcomes, commercial performance, operational efficiency, and employee experience through various transformation challenges including contact centre transformation, customer operations, service excellence, operating model design, process improvement, digital enablement, data, automation, and AI. This Manager role requires a strong consultant capable of working across sectors, understanding client contexts, and driving solutions for complex contact centre and customer operations challenges. As a Manager, you will lead engagements, manage workstreams, client relationships, and coach junior team members, ensuring high-quality delivery. You will help clients identify challenges and opportunities, design practical solutions, and support change through analysis, workshops, recommendations, and deliverables. Additionally, you will contribute to practice growth through business development, thought leadership, and proposition development, demonstrating inclusive leadership and PwC's values.
Responsibilities
- Lead workstreams or small project teams across contact centre and customer operations transformation engagements.
- Analyze 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 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.
Requirements
- 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.
- Strong background within the consulting industry is essential.
- Demonstrate 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.
Skills
- Problem structuring
- Analysis
- Stakeholder management
- Workshop facilitation
- Communication
- Storytelling
- Inclusive leadership
- Professional judgement
Work Type
- Hybrid
Experience Level
- Manager
Benefits
- Empowered flexibility
- Working week split between office, home and client site
- Private medical cover
- 24/7 access to a qualified virtual GP
- Six volunteering days a year
About the Company
- PwC's 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, contact centre transformation, customer operations, service excellence, operating model design, process improvement, digital enablement, data, automation and AI.