Consultant Gig #1000–Australia, Melbourne Preferred–Senior Customer Consultant–Senior Job Mana

Project Objectives

1. Unify Customer Service Strategy
○ Align four divisions under a cohesive framework, while retaining each
one’s deep subject matter expertise.
2. Enhance Cross-Functional Collaboration
○ Break down siloed workflows through integrated processes and
technology solutions.
3. Improve Customer Experience & Satisfaction
○ Deliver consistently high service standards and proactive support at every
touchpoint.
4. Establish Performance & Accountability
○ Set robust KPIs, SLAs, and reporting mechanisms to track, manage, and
optimise service outcomes.

 Project Scope
1. Top-Down Best-Practice Framework
○ Identify overarching principles and standards to guide a unified service
model.
2. Bottom-Up Operational Blueprint
○ Detail how each division can adapt to new workflows, organisational
structures, and technology requirements.
○ Provide SOPs and escalation pathways suited for each vertical.
3. Technology & Tools
○ Evaluate current systems (CRM, ticketing, etc.) and recommend
future-state enhancements or integrations for better visibility and
efficiency.
4. KPIs, SLAs & Reporting
○ Define metrics that align with each tier of service and product line.
○ Develop dashboard templates and governance structures for continuous
performance monitoring.
5. Structured Final Report
○ Consolidate all findings, frameworks, and a high-level implementation
roadmap (for the in-house project lead to execute).

 Deliverables
1. Discovery Analysis & Gap Assessment
○ Map out existing customer service operations, identifying siloed processes
and missed opportunities.
2. Top-Down & Bottom-Up Recommendations
○ A best-practice framework with specific guidance on team structures,
reporting lines, technology stack, processes, KPIs, and SLAs.
3. Performance Measurement Model
○ Proposed metrics (e.g., first-contact resolution, NPS, CSAT) and reporting
cadence to drive ongoing improvement.
4. Structured Final Report & Presentation
○ Comprehensive documentation of all recommendations.
○ Executive-level presentation ensuring clear understanding and alignment
across leadership.