Customer Contact Consultant

Tender description

Summary of the work A rapid assessment of existing customer service processes to assess gaps & make recommendations based on industry standards for a centralised customer contact service. A written report is required with key recommendations that are cost-effective and pragmatic & a plan to align associated business processes Specialist role Programme manager Expected Contract Length 25 days Latest start date 1st June 2016 Maximum Day Rate £950 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. 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 Work Location London and own premises. Will be required to visit NHS Property Services locations as required for the engagement. Working Arrangments 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. 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. Evaluation Weighting Technical competence 50% Cultural fit 20% Price 30% Questions from Suppliers 1. Webinar DetailsDate and time: Thursday, 19th May @ 3pm (45 minutes)Description: Supplier Clarification for DOS Framework Meeting Number: 236 182 437Meeting Password: NHSPS123Event address for attendees - https://meetings.webex.com/collabs/#/meetings/detail?uuid=M7WA0ZDP531T159HN6NT99YWUM-BYKR&rnd=572370.82031Clarification and Q&A for the following published requirements:Data Governance ArchitectCustomer Contact ConsultantCollaboration & Networks Programme – Desktop & Systems Management ArchitectCollaboration & Networks Programme – Collaboration Technical ArchitectCollaboration & Networks Programme – Identity Lead ArchitectTechnology Programme Manager Webinar DetailsDate and time: Thursday, 19th May @ 3pm (45 minutes)Description: Supplier Clarification for DOS Framework Meeting Number: 236 182 437Meeting Password: NHSPS123Event address for attendees - https://meetings.webex.com/collabs/#/meetings/detail?uuid=M7WA0ZDP531T159HN6NT99YWUM-BYKR&rnd=572370.82031Clarification and Q&A for the following published requirements:Data Governance ArchitectCustomer Contact ConsultantCollaboration & Networks Programme – Desktop & Systems Management ArchitectCollaboration & Networks Programme – Collaboration Technical ArchitectCollaboration & Networks Programme – Identity Lead ArchitectTechnology Programme Manager