Operations Consultant

Job description

Operational Review Consultant - Contract - London Hybrid - Outside IR35

Duration: 3-Month Project Initial

The Opportunity

We are seeking a high-caliber Operational Review Consultant to spearhead a comprehensive assessment of our clients contact centre and membership functions. This isn't just a standard "health check"—we are looking for a visionary strategist to overhaul their contact centre and customer experience operations, defining the future of a high-performing, member-centric organization.

The successful consultant will dive deep into current workflows, identify friction points, and provide a clear, actionable roadmap for total operational transformation.

Key Objectives

The consultancy is structured into three critical phases:

• Current State Assessment: Audit existing workflows, team dynamics, and operational pain points within the Member Services functions.
• Strategic Optimisation: Propose a future-state model focusing on:
• Organisational Design: Refinement of roles, responsibilities, and team structures.
• Performance Frameworks: Developing sophisticated segmentation, Management Information (MI), and data-driven KPIs.
• Omni-channel Strategy: Ensuring seamless member journeys across all digital and voice touchpoints.
• Roadmap Development: Create a phased implementation plan to transition the teams from the current state to the proposed optimised model.

Candidate Profile

This is a senior-level consultancy requiring a blend of high-level strategic vision and "in-the-weeds" operational expertise.

• Contact Centre Leadership: A proven track record of leading modern, high-performing, omni-channel contact centres.
• Transformation Expertise: Demonstrated experience in transforming customer/member experience functions, driving both cultural and structural change.
• Data Literacy: Deep understanding of how to leverage data, MI, and KPIs to drive performance and satisfaction.
• Industry Knowledge: Familiarity with member-based organisations or the music/royalty industry is a significant advantage.
• Pragmatism: The ability to deliver a realistic, high-impact execution plan within a condensed 3-month timeframe.

Project Deliverables

1. Operational Audit & System Report: A comprehensive summary of current issues, bottlenecks, and performance gaps.
2. Optimisation Proposal: A detailed strategy covering recommended structural changes, technology integration, and performance metrics.
3. Execution Roadmap: A step-by-step implementation plan including timelines, resource requirements, and change management milestones.

Extra information

Status

Open

Education Level

Secondary School

Location

London Area

Type of Contract

Full-time jobs

Published at

03-03-2026

Profession type

Logistics jobs

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English