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CX Consultant

Location: Manchester and The South (London or Reading)

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Job details

Do you want the opportunity to join an exciting team of people who are obsessed with providing exceptional customer contact?

We are seeking a high-performing, self-motivated individual who is driven by helping our clients understand their current state, optimise their operational processes, better engage their employees and leverage more from their technology investments to deliver exceptional customer outcomes.

What does the role involve?

  • Engage with all levels of contact centre personnel to understand strategic goals and challenges
  • Review client processes and customer journeys to identify areas for improvement
  • Analyse client data to uncover performance issues and suggest initiatives to achieve better outcomes
  • Participate in and lead on project/programme meetings as a Contact Centre Subject Matter Expert, guiding clients in areas of change and cultural adoption of new technologies/practices
  • Collaborate with internal IPI colleagues in areas such as Sales, Presales, Delivery and Technical Support to provide expertise and information
  • Creating and delivering initiatives to drive improvement in areas such as CX, EX, Quality, Efficiency, Productivity etc
  • Staying up-to-date with product and industry developments to ensure IPI’s clients benefit from new thinking, features and opportunities
  • Role is client-facing, with a mixture of remote and onsite workshops – travel will be required

You will have the following skills and attributes:

  • Knowledge of core contact centre principles, particularly around customer experience, omnichannel and journey design
  • Proven experience of driving contact centre improvement and service design either in a consulting or operational management role such as head of contact centre/CX/planning and performance
  • Ability to lead and adapt during significant change
  • Understanding of how to engage and motivate contact centre employees
  • Strong presentation skills and experience in presenting to senior management and stakeholders within large organisations

What is it like to work for IPI?

IP Integration is dedicated to creating intelligent contact centre and IT solutions which are unrivalled in the industry. Our breadth of knowledge and experience spans products and services from the world's leading information and communication technology vendors; enabling us to deliver award-winning, value-add solutions.

We are an agile, highly accredited organisation with over 20 years' heritage in delivering contact centre solutions to businesses across the UK. We invest heavily in customer experience, our people and our culture – putting people at the heart of everything we do.

What we offer:
  • A great working culture in impressive new offices, all the fruit you can eat and coffee on tap
  • A competitive base salary and benefits
  • One day off each year to volunteer for a charity or cause close to your heart
  • A highly motivated and social working environment with a collaborative spirit and active CSR champions
  • Career development and training opportunities
  • Ability to work from home and from other offices

If you would like to apply for this role, please send your CV to recruitment@ipintegration.com

When applying, please provide your salary expectations.

Due to the number of applications we expect to receive, we regret that we will only be able to respond to those that are shortlisted. If you haven't heard from us within 21 days, then your application has not been successful. We thank you for your interest in IPI.