Customer Service Transformation Consultant

Customer Service Transformation Consultant (Contract)

£400-£500pd 3-Month Contract Outside IR35 (Likely long-term extension following the initial roadmap) | WFH/Hybrid/Oxfordshire I Immediate

We are seeking an experienced Customer Service Transformation Consultant to support a major customer service transformation programme within a large UK organisation.

This is an opportunity for someone who can quickly assess a complex customer service operation, identify the root causes behind performance challenges, and create a roadmap to drive meaningful change. We are looking for a practitioner who can move beyond analysis and help shape practical improvements that deliver measurable outcomes.
The RoleWorking closely with operational leaders, technology teams and external delivery partners, you will establish a clear understanding of current customer service performance and identify opportunities to improve customer experience, operational efficiency and cost to serve.You will evaluate where process redesign, platform capabilities, automation and AI can add value, while ensuring recommendations are driven by evidence rather than technology preference.

A key part of the engagement will be delivering a prioritised transformation roadmap, mobilising high-value quick wins, and providing a robust business case for future investment.

Key Responsibilities

• Analyse customer service operations and performance data to establish a credible baseline.
• Review customer journeys, case management processes, routing, escalation paths and reporting.
• Identify opportunities for process improvement, automation and AI adoption.
• Assess solutions across process change, platform capability, integration, RPA and AI.
• Design and prioritise transformation initiatives based on value, effort and feasibility.
• Build business cases and benefits assessments.
• Support the mobilisation of quick-win initiatives.
• Present findings and recommendations to senior stakeholders.

Essential Experience

• Proven experience delivering customer service or contact centre transformation programmes.
• Strong understanding of customer service metrics including AHT, FCR, SLA performance, backlog management, deflection and containment.
• Experience taking transformation initiatives from discovery through to implementation.
• Working knowledge of Salesforce Service Cloud, including case management, Omni-Channel, Knowledge, Flow, reporting and AI capabilities.
• Strong analytical skills with the ability to interrogate operational data and identify improvement opportunities.
• Practical understanding of automation and AI within customer service environments.
• Excellent stakeholder management and influencing skills.

Desirable Experience

• UiPath or other enterprise automation platforms.
• Conversational AI, chatbot or IVR transformation programmes.
• Knowledge management transformation.
• Salesforce Administration or Service Cloud certification.
• Experience within high-volume customer service environments such as travel, hospitality or consumer services.

If you have a proven track record of transforming customer service operations through a combination of process improvement, technology enablement and data-driven decision-making, we would like to hear from you.

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