Customer Service Operations, Performance and Experience Specialist

Job title: Customer Service Operations, Performance and Experience Specialist
Location: London N1
Contract Type: 3-month assignment
Day rate: £600 per day (inside IR35)

Job Purpose

We’re recruiting for an experienced Customer Service Operations, Performance and Experience Specialist to lead a three-month review and transformation project within a large public sector contact centre.

This role will focus on assessing the operational maturity, performance management, and digital readiness of a recently consolidated contact centre, following the merger of housing and customer access services. The successful candidate will bring expertise in service operations, digital transformation, and performance improvement, delivering a clear roadmap for modernisation and improved resident experience.

Role Overview:

The successful candidate will conduct a full “health check” of the customer contact service evaluating management practices, systems, data, and customer experience to identify opportunities for improvement and digital enablement.

Key Objectives:

• Assess current contact centre operations across telephony, call centre, and face-to-face channels.
• Evaluate technology platforms, systems, and data management to identify improvement opportunities.
• Benchmark performance and practices against industry standards.
• Analyse leadership capability, workforce skills, and readiness for digital transformation.
• Provide clear, actionable recommendations and phased improvement plans.
• Present findings and strategic transformation proposals to senior leadership.

Deliverables:

• Comprehensive findings and recommendations report with measurable improvement actions.
• Phased implementation plan with timelines, ownership, and priorities.
• Regular updates to senior leadership on progress, key insights, and emerging opportunities.

Timeline:

• Weeks 1–8: Detailed analysis, opportunity identification, and draft recommendations.
• Weeks 4–8: Delivery of “quick wins” to initiate early improvements.
• Weeks 9–12: Final report and strategic transformation roadmap presentation.

Governance & Communication:

• Reporting to the Resident Experience Programme Manager, with oversight from the Contact Centre Programme Manager.
• Communication and reporting framework to be agreed post-appointment.

Skills & Experience Required:

• Proven track record in contact centre operations and service transformation within complex environments.
• Strong understanding of digital and data-driven initiatives, including channel shift and performance optimisation.
• Excellent analytical, strategic, and reporting skills.
• Confident communicator with strong stakeholder management and influencing ability.
• Experience delivering high-quality recommendations and transformation reports for senior leadership.
• Objective, diplomatic, and capable of assessing organisational capability and readiness for change.

If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to Lewis.Hodson@servicecare.org.uk