The work aims to enhance experience, streamline processes, maximize cross-sell opportunities and deepen customer relationships, while empowering teams to deliver expert, personalised service
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.
Skills and experience required
- Deep experience with customer strategy/operations, digitisation, and migrating from vertical to horizontal models
- Ability to quickly diagnose and assess the current state customer operations and recommend improvements to best practice
- Program transition plan development
- Influencing people, engaging with teams to receive required inputs data from colleagues
- Self-starter, problem solver – someone who will team well and be productive quickly and both get the outputs delivered on time but also show initiative in asking probing questions.
- High level communication and power-point skills
Logistics:
Start date: ASAP, up to full time Duration: 2+ months initial phase with ability to extend to up to 12 months
Location: Can be based in either Sydney, Melbourne or Brisbane with requirement to travel to all 3 client offices and work a hybrid manner and as required by the project. There is a slight preference for Melbourne / requirement to spend more time there.
Rate: Please indicate your net daily rate required for this assignment. We envisage this seniority and tenure will justify $1,600-$2,500 per day + GST. Note if you do not have a PTY Ltd we will be forced to subtract superannuation and workers compensation insurance fees.
Process: Shortlisted candidates will be asked to prepare and submit a short ICG branded proposal using the following structure:
1. Proposed Approach & Timeline: Methodology for discovery, design, and reporting,
including on-site engagement plans for Melbourne (and potentially Sydney).
2. Project Team: Profiles of key personnel, highlighting relevant experience in
Australian or analogous markets. The client has a strong preference for a single senior resource.
3. Fee Structure: Fully itemised breakdown, including day rates, travel, and any
additional expenses.
4. References & Case Studies: Demonstrations of similar work or testimonials from
previous Australian or international clients.
Application Close date: No later than Monday 17th, March 5 pm (AEDT)
APT’s must be lodged within 48 hours. We will review all APT’s and select the best 3 for the client.
The client will then conduct interviews. Please note that the net rate quoted is an ICG Affiliate rates available for ICG Members only.
Any previously agreed and documented rates for candidates introduced to ICG via approved 3rd parties will be honoured.