Homebased with Occasional Travel
Permanent, Full time
Up to £65,000 per annum plus company car and private medical
Here at Serco, we are looking for a Principal Consultant to support the Customer Services Senior Leadership and Management team by designing, implementing, and supporting the highest quality strategic governance.
As Principal Consultant you will ensure effective oversight of the governance and success measures required within the Customer Services Support Teams to maximise effectiveness and efficiency with the tasks undertaken and to ensure consistency, standardisation, and alignment with other Citizen Services divisions.
You will work closely with the Managing Director, Customer Solutions, Bid and Business Development Team and all Customer Service support functions, you will have the opportunity to influence strategy, building capability within Customer Services and help drive the growth of our business unit.
Your main responsibilities:
- Define, implement, and continually develop an efficient and effective governance framework within Customer Services
- Lead governance compliance across the organisation and pro-actively challenge non- adherence
- Design, implement and manage balanced scorecards for Customer Services support teams, ensure meetings are in place and that meetings add value to all attendees
- Use business insights to influence opinions, challenge leaders and colleagues by recommending interventions to improve governance, including delegations of authority and to ensure delivery of appropriate levels of responsibility and accountability.
- Work closely with the Customer Services Managing Director to lead ad hoc reviews into areas that impact or support the growth of the Customer Services business unit and provide recommendations and direction for change and improvement
- Design, implement and manage a quarterly NPS survey, support Operations Directors in introducing NPS into their accounts
- Work with Groups Strategy lead to agree best practice processes for annual NPS across Customer Services contracts
What you’ll need to do the role:
- Ideally you will already be working as a Principal Consultant or similar with proven experience of working with senior leaders ideally within a contact centre environment.
- Programme management experience
- Prince 2 and APMG trained
- Well-developed technical skills, MS Office products
- Knowledge and understanding of the characteristics of effective governance, including effective methodologies for leadership evaluation, growth and development
- Knowledge of NPS surveys, scoring and processes
- Knowledge of Transition and Transformation methodologies and governance structures
- Excellent analytical and research skills with the ability to collect and analyse complex material and data, and present it in accessible formats
What we offer
- Up to 6% contributory pension scheme
- A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Simply Health Plans, Annual Leave Purchase Scheme and more
- Access to a huge range of discounts and exclusive deals such as Merlin Attractions, Mobile Phone discounts, Cinema discounts, Leisure and Hospitality discounts
- Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities
- Up to 25 days annual leave plus bank holidays
- Company car
- Bonus scheme
- Private healthcare
About Serco
At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.
By joining Serco you will have unlimited access to our Global Employee Networks – SercoInspire (Gender), SercoEmbrace (Multicultural), SercoUnlimited (Disability) and In@Serco (LGBT & Networks). Serco Employee Networks, led by colleagues who are passionate about diversity, inclusion and belonging.
Apply
Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.
At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leader employers and holder of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.
At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.
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