Overview
We are looking for a Customer Experience (CX) and Operations Manager for a six-month contract role that focuses on transforming customer service operations. This position will involve leading the design and implementation of Knowledge Management, Quality Assurance, and Complaints Handling frameworks, ensuring they are practical and seamlessly integrated into business operations. The contractor will work closely with frontline teams and management to enhance service delivery and embed sustainable practices.
Responsibilities
- Conduct a comprehensive review of existing knowledge management, quality assurance, and complaints processes to identify gaps and improvement opportunities.
- Create clear policies, process maps, standards, and operational tools aligned with industry best practices.
- Establish an end-to-end knowledge management model that encompasses content creation and oversight.
- Build a complete quality assurance methodology, incorporating evaluation tools and reporting structures.
- Strengthen complaints handling by developing a clear categorization and escalation pathway.
- Develop and implement a change management plan that engages key stakeholders through workshops and feedback sessions.
- Connect insights from complaints, audits, and operational metrics to drive service improvements.
- Deliver comprehensive training and documentation for a seamless handover to business-as-usual operations.
Requirements
- Proven experience in designing and implementing knowledge management, quality assurance, and complaints frameworks in customer service environments.
- Deep understanding of complaints governance and quality monitoring methodologies.
- Experience leading operational changes from concept through to implementation and ongoing operations.
- Exceptional skills in process design, documentation, and stakeholder engagement.
- Strong analytical skills with the ability to interpret operational data effectively.
- Highly organized and self-motivated with experience in contract environments.
- Familiarity with membership or regulated service environments is preferred.
- Knowledge of tech-enabled management platforms and relevant professional qualifications is desirable.