Project Manager (Contact Centre)

Our mission is two-fold: growing a brand that is seen as the industry’s “Confident Guide” and building a business with a balanced purpose.  We want to be a “Confident Guide”, sat between the vendors, who make technology, and our clients who want to use it to help deliver the outcomes most important to them.  We offer solutions, services, platforms, applications and expertise to help. 

We might help our clients in a simple way, such as supplying them with the ‘equipment’ they know they already need. Alternatively, they might want to partner with us and allow us to fill holes in their understanding. Or they might want us to take care of everything, helping to agree on the destination and guiding them every step of the way. From the small and simple, to the large and complex, we want a life-long partnership, a company our clients can rely on.

We also want to continue to build a business that we can all be proud of, with a focus on five stakeholders: clients, people, partners, communities and shareholders. To ensure we live up to our mission and purpose we focus on five fundamental principles that have driven our award-winning success to date, namely:

• Caring deeply about our people

• Caring deeply about our clients

• Developing differentiated and valuable product, service and solution offerings

• Driving operational success through our processes, systems and methodologies and a mindset of continual improvement

• Continuing to grow organically and profitably

At Natilik we care about everyone as an individual, as a human being, not just as an employee and try and treat people as such. An organisation that can align the performance, goals, beliefs and values of its people to the business goals, beliefs and values of the company can achieve amazing things!

We want everyone to fulfil their potential. We want people to be able to grow and develop throughout their career and enjoy a wide range of opportunities. We believe that we can always learn new things, develop and grow as individuals and as teams.  We support a working environment which encourages positive change and embracing new challenges. Not only does this ensure our clients receive the best delivery and service but importantly we know this is key to our people’s satisfaction at Natilik.  

Role Purpose

To lead the successful delivery of transformational contact centre projects that enhance operational efficiency and elevate the end-user experience. This role draws on deep contact centre expertise to implement innovative, customer-centric solutions that are delivered on time, within budget, and in scope.

Working in close collaboration with cross-functional teams, the role ensures seamless execution and alignment with strategic goals, while keeping the voice of the customer at the heart of every solution.

Whilst the primary focus is on contact centre transformation, the role also requires a solid understanding of wider technology landscapes and integration points, such as connectivity. Flexibility is key, as you may also be required to support projects across other technology domains including collaboration, security, and networking.

Main activities, tasks & duties

• Delivering projects to time/cost/quality using the Natilik 4-stage methodology.

• Effective risk/issue management in line with best practise.

• Co-ordination and management of all project resources including 3rd party suppliers.

• Ownership of Project P&L to ensure on-budget delivery, along with appropriate change-request/exception reporting process.

• Regular reporting on RAG status, P&L health etc. in line with project requirements/rhythm.

• Ensuring a high level of client satisfaction throughout.

• Efficient billing/utilisation of PM/Engineering days sold, along with driving more revenue where appropriate.

• Ensuring successful transition to managed service for completed projects (where appropriate).

• Supporting pre-sales/scoping activity where required.

• Responsible for driving Project NPS responses/following up where appropriate.

• Own/maintain all relevant project documentation in line with ISO standards (see leader for clarity).

• Ensuring documentation/project management deliverables are in line with the agreed scope.

How you will make an impact

• Maintaining consistent high levels of customers satisfaction (90% project NPS above)

• Achieving billable-days target on a monthly/quarterly basis (16 pcm)

• Delivering projects within budget to maintain contribution levels

• Driving innovation/process improvement internally, over and above client-facing activity

• To maintain an understanding of Natilik’s proposition

• Office-based role at Natilik HQ in Central London, but with flexibility to work from home up to 2 days a week (subject to change, based on team requirements/client requirements)

• Ensuring strong governance is in place for the duration of the project.

What you will need to succeed

To deliver in your role we expect you to deliver in the following areas and deliver the following skills, abilities, knowledge & experience:

• Complexity and problem solving

  • Risk management

  • Change Management

  • Problem Solving & Decision Making

  • Continuous Learning & Improvement

• Knowledge and application

  • Project Planning & Execution

  • Budgeting & Resource

  • Adaptability & Flexibility: Receptive to new ideas, approaches, & feedback.  Can adapt plans & strategies when necessary.                                                            

  • Quality Management

  • Documentation & Governance

• Collaboration & Interaction

  • Communication & Stakeholder Management

  • Project Team Leadership

  • Client Focus

Skills and Abilities

• Demonstrating the necessary communication and interpersonal skills to interact with clients at all levels, acting as the single point of contact throughout the project

• A strong character with the ability to influence people across the organisation and within the client’s company to ensure that things get done when they need to be

• Controlling and adapting to the varying situations that can develop throughout a project life cycle by demonstrating determination, adherence to change and initiative

Specific Knowledge and Experience

• At least 5 years of experience working in technology, delivering transformational IT projects

• At least 3 years working on Contact Centre technologies (Cisco, NiCE, WebEx, MS Teams)

Project Management Expertise

• Strong command of project delivery methodologies (Agile, Prince2, hybrid)

• Proven ability to deliver on time, on budget, and in scope

• Risk, issue, and dependency management

• Financial tracking and budget control

• Strong project governance and reporting (ability to tailor it based on client requirements)

• Strong change management experience

• Creation and management of end to end project plans using MSP.(includes resource management and task based tracking)

Contact Centre Expertise

• Deep understanding of contact centre operations, technologies, and customer journeys

• Experience with delivering cloud contact centres (e.g. Cisco WxCC, NICE, Genesys, Amazon Connect,)

• Experiences with delivering On prem contact centres (e.g. CCE, CCX)

• IVR, CTI, ACD, and omnichannel capabilities

• Workforce Management (WFM), Quality Monitoring, and Analytics

• Knowledge of customer experience (CX) metrics and service design

• Proven experience in delivering transformational projects in the contact centre space

Technical Acumen & Integration Awareness

• Understanding of infrastructure and connectivity requirements for contact centre solutions

• Awareness of API integration, telephony, CRM systems (e.g. Salesforce, Dynamics)

• Ability to coordinate with teams across networking, security, collaboration, and infrastructure

CX and End-User Focus

• Ability to embed customer experience principles throughout the project lifecycle

• Experience in journey mapping, user research, or working with UX/CX teams

• Translating user needs into functional and technical requirements

Stakeholder & Cross-Functional Collaboration

• Excellent stakeholder management at all levels (technical, business, and executive)

• Strong influencing and negotiation skills

• Ability to lead and align cross-functional teams, including vendors and third parties

Benefits

Natilik offers a series of benefits and perks designed to support your personal and professional growth, while fostering a thriving and rewarding work environment. We recognise the importance of contributing to our people's well-being, job satisfaction, and work-life balance and remain committed to doing so. This is why we offer:

• 25 days annual leave (+ bank holidays) rising with tenure

• Quarterly Awards and Bonuses

• Flexible Working Policy

• Competitive pension scheme

• Access to Financial Wellness support

• Industry-leading home working and mobility technology

• Private Medical Insurance

• Company shares (available after One year tenure)

• Medicash (Cashback Scheme)

• Retail discounts via Medicash

• Access to EAP scheme for you and your household

• Vehicle lease salary sacrifice scheme (available after One year tenure)

• Cycle to Work Scheme

• Annual paid volunteering day

• Enhanced parental leave

• Access to funding for additional qualifications and courses

• Access to paid study leave