Change Manager

1 month ago

Glasgow, Glasgow City, United Kingdom Three Full time

About the Role

We are seeking a skilled Change Manager to join our team at Three. As a Change Manager, you will play a critical role in driving business transformation and ensuring seamless operational change.

Key Responsibilities

  • Be the front door for any change into our contact centres.
  • Support, manage, and/or govern the effective delivery of changes and continuous improvements as requested by stakeholders.
  • Support, manage, and/or govern changes through the designing, documenting, and improving of processes.
  • Drive customer experience and compliance through effective change management and continuous improvement.
  • Lead and support on the initiatives that impact the Contact Centre function.

What You'll Be Doing in the Role...

You will be responsible for delivering, managing, and/or governing all aspects of an allocated change to ensure Contact Centre operational readiness, including stakeholder engagement, planning, development, delivery, tracking, communication, and training.

You will deliver, manage, and/or govern change initiatives to ensure that they land successfully and that the Contact Centre Channels are engaged and supported.

You will work with the wider team to develop changes that improve performance and customer experience and improve existing processes, systems, and procedures.

Qualifications

  • 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 of work.

Additional Information

  • The salary range for this role starts 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, increasing 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.

We are committed to equality in employment and growing a diverse workforce. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

We are a Disability Confident Committed Employer. Need any reasonable adjustments? Let us know when you apply so we can support you throughout the interview process.

At Three, we have a hybrid working arrangement in place as standard for office-based employees, where employees work from a mix of office-based locations and working from their home in the UK to carry on their role.

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