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Job Details


Management Consultant - Contact Centre (Permanent)

Location: London Country: UK

Management Consultant - Customer Engagement Contact Centre

The focus of your role

As a management consultant your primary focus will be on project delivery for our clients who are increasingly calling on us to transform the way they engage with their customers by leveraging the power of technology. From designing and implementing new digital channels and tools, to optimising WfM or IVR solutions, and supporting operational teams on their Change journeys. You will enjoy variety and richness of experiences which will provide opportunities for your personal development.

We are also seeking your contact centre and operational experience to both help share and develop the knowledge within our growing Channel Transformation Team, and the client offerings we need in order to meet our sales ambitions.

It is an exciting time for the Channel Transformation Capability Team, and we look forward to your joining to help accelerate our growth.

What you'll do

Each day in the life of a consultant brings new opportunities to learn, to share and to shine. Whether you are working on client site delivering transformation projects, or in our Capgemini office shaping client offerings or commercial propositions, you will be working with bright people who share the Capgemini values and collaborative DNA, learning every step of the way and creating value for our clients, their customers and our business.

This calls for energy, flexibility, an ability to embrace the unknown and ambiguity, and a can-do attitude. But it also brings its rewards: you will work with like-minded colleagues, learn from those around you, enjoy supporting others and have the opportunity to be creative and innovative in everything you do.

Our framework for the Contact Centre of the Future will call for your expertise in both assessing current capabilities and maturity of our client operations, and defining or implementing innovative solutions to allow them to create great customer engagement.

You will typically consider operations holistically, ensuring that process, technology and people dimensions are covered in our clients' transformation plans.

What you'll bring

  • You'll bring deep Customer Engagement expertise within a Contact Centre, with some experience in the Government/Public Sector being advantageous. Additional (or alternative) experience from Telco, Retail and Consumer Products, Utilities and Financial Services would be a bonus. We are looking for someone who is passionate in supporting our clients to design, deliver and optimise Customer Engagement, with a focus on Customer Channel Transformation.
  • To be successful you'll bring strong technical knowledge from within a Contact Centre. Have experience in call routing, IVR, AI, workforce management or chatbot's and AI.
  • Consulting experience is advantageous however is not a necessity. Candidates need to hold the skills and the ability to overcome internal barriers through the use of drive, determination and influencing skills. You'll have a natural ability to work in mixed teams of colleagues and senior executives and possess outstanding communication and interpersonal skills.
  • You be able to adjust positively to situations that involve changing tasks and/or location, shifting priorities or ambiguity. In fact, you'll thrive in this environment. You'll combine the commitment to own and deliver outstanding work with the gravitas to engage effectively with C-level/CE's on a peer to peer basis.

Personal attributes:

To be successful you'll be intellectually strong with an excellent academic background, highly motivated, a self-starter, bringing a proactive, can-do attitude to project delivery, capable of working independently as well as in teams in our collaborative but sometimes demanding project environment. You'll need to be credible, with the gravitas to engage effectively with C-level/CXOs on a peer to peer basis. You'll enjoy managing a team, providing direction and helping others to develop. In fact, you'll thrive in this environment. You'll demonstrate consulting professionalism and flexibility - you'll be able to adjust positively to situations that involve changing tasks and/or location, shifting priorities or ambiguity.

Whilst you will have London as an office base location, you must be fully flexible in terms of assignment location, as these roles may involve periods of time away from home at short notice.

We offer a remuneration package which includes fixed salary, and in addition for Senior Consultant and above, you will receive variable compensation dependent on company and personal performance. We also offer flexible benefits options for you to choose to suit your own personal circumstances.

Capgemini positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. We are committed to hiring, developing and retaining the best people to deliver innovative, world-class solutions for our clients. We foster an inclusive culture that enables everyone to achieve their full potential and enjoy a fulfilling career with us. Our comprehensive flexible benefits package and lifestyle policies enable our employees to balance their individual, family and work-life needs.

Posted Date: 22 May 2019 Reference: JS-LB-CC Employment Agency: Pontoon - Capgemini Contact: Lewis Ball