Change Management Specialist

2 days ago

Glasgow, Glasgow City, United Kingdom Three Full time

About the Role

We are seeking a highly skilled Change Management Specialist to join our team at Three. As a key member of our organization, you will be responsible for ensuring the successful delivery of changes and continuous improvements across our Contact Centre function.

Key Responsibilities

  • Be the front door for any change into our contact centres, ensuring seamless operational readiness.
  • Support, manage, and govern the effective delivery of changes and continuous improvements as requested by stakeholders.
  • Design, document, and improve processes to drive customer experience and compliance.
  • Lead and support initiatives that impact the Contact Centre function, ensuring successful change management and continuous improvement.

What You'll Be Doing in the Role

  • Deliver, manage, and govern all aspects of allocated changes to ensure Contact Centre operational readiness, including stakeholder engagement, planning, development, delivery, tracking, communication, and training.
  • Deliver change initiatives to ensure successful implementation and engagement of Contact Centre Channels.
  • Work with the wider team to develop changes that improve performance and customer experience, and improve existing processes, systems, and procedures.
  • Establish strong stakeholder relationships with the wider team and stakeholders across the business, including our Contact Centre Partner in India, to ensure effective change implementation and benefits realization.

Requirements

  • Strong communication and written skills combined with an eye for detail.
  • Experience of delivering change initiatives, including leading continuous improvement activity.
  • Strong stakeholder management skills with the ability to collaborate with multiple stakeholders, including contact centre partners overseas.
  • Strong experience in telco/contact centre operations.
  • Ability to multi-task and work on multiple complex projects.

What We Offer

  • A competitive salary range starting at £37,200, with the exact salary differing by job and experience.
  • A performance-based annual bonus and an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary.
  • Hybrid working between your home (2-3 days a week) and either our brand new Reading HQ office at Green Park or our Glasgow office in the city centre.
  • 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service.
  • Private Medical Insurance, Life Assurance, and Income Protection.
  • Free mobile phone package and unlimited sim-card.
  • Plus lots more, including wellbeing and learning & development benefits.

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