Skills

Leadership Dynamics Change Management Organization

Job Specifications

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

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

About the Company

TalentHawk is an International technology search and delivery consultancy with IT vendor selection skills that provides end-to-end solutions to organisations seeking maximum benefit from their technology solutions. Our mission is to transform the performance of your business through the acquisition of top tier technology executives and the optimisation of your delivery strategies. Our distinct market positioning and unique insight into sourcing strategies and talent acquisition enables us to deliver outstanding results ac... Know more