Role: Caller Experience Consultant
Location: Manchester
Hours: Monday - Friday, 1.00pm - 10pm GMT
Package: Up to £31,000 base, £34,000 OTE
Role Summary & Purpose
As a Caller Experience Consultant, you’ll play a vital role in optimising the technical journey of our clients’ callers. By supporting our sales and client teams with high-quality system documentation, you will help shape the caller experience and support revenue initiatives through optimising telephony solutions.
Your core responsibility will be to create call flow maps across multiple cloud telephone portals—ensuring every caller has a seamless experience. You'll manage a high volume of map outputs daily across a variety of platforms and systems.
This is a fast-paced pre-sales role where your attention to detail, analytical capabilities, and understanding of cloud telephony systems will be constantly relied upon. You'll be a key partner to the sales, implementation, and account management teams—helping translate complex technical setups into practical, high-performing solutions.
Key Responsibilities
- Produce high-quality client-facing technical presentations showcasing telephony platform capabilities
- Design and deliver call maps across multiple cloud telephony portals, accurately outlining call routing logic and system flows
- Support system referrals and provide technical consultancy to internal teams
- Offer pre-sales support, showcasing potential improvements and system enhancements tailored to client needs
- Proactively analyse and report on system usage, performance data, and identify optimisation opportunities
- Collaborate with Implementation and Account Management teams to solve complex client cases
- Provide training and documentation on cloud telephony features and best practices
- Act as a brand ambassador for our telephony partnerships during client discussions
Required Experience
- Hands-on experience configuring and optimising cloud-based phone systems (e.g., UCaaS/CCaaS)
- Creation and daily production of high-volume call maps across different systems
- Strong understanding of multiple telephony platforms and portals
- Confident communicator, able to translate technical concepts for non-technical audiences
- Proven track record of delivering consultative solutions to internal and external clients
- Capable of managing multiple projects simultaneously with competing deadlines
- Prior experience supporting sales or pre-sales functions in a technical capacity
- Experience with telephony vendor integrations or partnerships (preferred)
Key Competencies
- Deep understanding of Cloud Telephony, Unified Communications (UCaaS), and Contact Centre systems (CCaaS)
- Analytical mindset with the ability to spot trends and translate data into meaningful insights
- Thrives under pressure, comfortable with high case volumes and rapid turnarounds
- High attention to detail; always delivers polished, client-ready work
- Excellent organisational, documentation, and communication skills
- Collaborative team player with a positive, proactive attitude
- A strong advocate for caller experience excellence and system efficiency
About PHMG:
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Skills Required
- Hands-on experience configuring and optimising cloud-based phone systems, including UCaaS or CCaaS
- Experience creating and producing high-volume call maps across different systems
- Strong understanding of multiple telephony platforms and portals
- Confident communication skills and ability to explain technical concepts to non-technical audiences
- Proven experience delivering consultative solutions to internal and external clients
- Ability to manage multiple projects with competing deadlines
- Prior technical experience supporting sales or pre-sales functions
- Experience with telephony vendor integrations or partnerships
- Analytical mindset and ability to interpret system usage and performance data
- Strong attention to detail, organisation, documentation, and communication skills
What We Do
At PHMG, we combine creativity, technology and human expertise to transform how businesses sound, speak, respond and connect with their customers. From branded audio and cloud phone technology to intelligent call journeys and AI-powered support, we create smarter, more consistent communications that strengthen brands, improve customer experiences and drive business growth. We've been helping businesses make themselves heard since 1998. Today, almost 40,000 clients worldwide trust us to make every interaction count, including globally recognised brands such as Coca-Cola, Audi and adidas. And because great technology is only part of the picture, we back our work with dedicated account management and genuine human support. It's a commitment recognised by the Institute of Customer Service (ICS), and one that keeps us focused on what matters: better experiences, stronger connections and measurable results.
Why Work With Us
Join PHMG and be part of an ambitious global business where hard work is recognised, success is rewarded and career progression is there for the taking. With exciting opportunities, great perks and a culture shaped by our people, it's no surprise we've earned recognition as a Top Workplace and a Chicago Tribune Great Place to Work, thanks to the fe
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