Customer Contact Consultant

Tender description

Who Speclialist Work With Head of Customer Strategy CIO Internal IT teams External Suppliers What Specialists Work On The Customer Contact Consultant role is to lead a high level review of the exisiting customer contact processes. Design and document a revised customer contact strategy supporting the themes defiend in the customer strategy. This individual will gain organisational commitment for the strategy from all identified stakeholders. Where the Work Takes Place London and own premises. Will be required to visit NHS Property Services locations as required for the engagement. Early Market Engagement Working Arrangements Swindon base, expectation 2-days a week with facilities to accommodate NHSPS staff and / or its suppliers as required. 3-days a week at any of the above locations and / or supplier sites at the customers discretion based on the needs of the engagement, predominantly London. Work Location London and own premises. Will be required to visit NHS Property Services locations as required for the engagement. Security Clearance Additional T&Cs Skills & Experience 10 years work experience specialising in service management and customer service management Extensive experience in producing strategy papers and getting senior managment approval Hands-on experience with business requirements gathering/analysis Excellent verbal and written communication skills to be able to present to a target audience Must be detail orientated/articulate with strong time management and organizational skills Nice to Haves Industry experience of implementing service management tools Experience of implementing service improvement transforamtion projects No. of Specialists to Evaluate 3 Cultural Fit Criteria Able to work on their own and under supervision as required. Able to effectively communicate with C-Level and Heads of department customers. Works in a collaborative & open manner to develop the organisations internal teams. Assessment Method Evaluation Weighting Technical competence 50% Cultural fit 20% Price 30% Questions from Suppliers Budget range £950