Job Description
Location: Lutterworth
Contract: Consultancy / Interim / Contract
Commitment: Approximately 1 day per week initially
Rate: £Negotiable depending on experience
About the Opportunity
We are seeking an experienced Customer Service Development Consultant to support the ongoing development of our Customer Service team during an exciting period of growth and transformation.
This is not a traditional Customer Service Manager role. Instead, the focus is on coaching, mentoring and developing people, helping to create a high-performing, confident and collaborative team environment.
Working closely with senior leadership, you will play a key role in strengthening team dynamics, embedding company values and helping employees reach their full potential. This is an opportunity to make a visible impact within a growing organisation that is investing heavily in its culture, people and future success.
Key Responsibilities
- Provide coaching, mentoring and support to members of the Customer Service team.
- Conduct regular one-to-one meetings focused on development, engagement and performance improvement.
- Identify underlying behavioural, communication and performance challenges and develop appropriate solutions.
- Improve team cohesion, collaboration and communication.
- Support employees in building confidence, accountability and customer service capability.
- Design, deliver or facilitate customer service and professional development training.
- Work closely with leadership to embed company values and desired behaviours.
- Support cultural and organisational change initiatives.
- Provide guidance and recommendations on people-related matters within the department.
- Help establish best practice processes and development frameworks for the Customer Service function.
- Act as a trusted advisor and visible support resource for the team.
About You
You will be a highly experienced people-focused professional with a proven track record of developing individuals and improving team performance.
You may come from a background in:
- Customer Service Leadership
- Learning & Development
- HR Business Partnering
- Organisational Development
- Coaching and Mentoring
- Employee Engagement and Culture Change
Most importantly, you will demonstrate:
- Exceptional coaching and mentoring skills.
- Strong emotional intelligence and interpersonal skills.
- The ability to build trust and credibility quickly.
- Experience supporting teams with differing personalities and working styles.
- A practical and hands-on approach to problem solving.
- Confidence operating within a developing and evolving business environment.
- Strong understanding of customer service principles and team development.
- The ability to identify root causes of people and performance challenges rather than simply managing metrics.
What's on Offer
- Flexible consultancy arrangement.
- Opportunity to shape a newly created role.
- Direct access to senior leadership.
- Ability to make a meaningful and measurable impact.
- Potential for the scope of the role to increase as the business continues to grow.
- Opportunity to contribute to a wider cultural transformation programme.
Success in the Role Will Look Like
- Improved confidence and capability across the Customer Service team.
- Stronger communication and collaboration between team members.
- Increased consistency in customer service delivery.
- Higher levels of employee engagement and accountability.
- Successful embedding of company values and desired behaviours.
- A more resilient, empowered and high-performing team culture.
