Business Change Manager

1 week ago

Glasgow, Glasgow City, United Kingdom Three Full time

Three UK is a leading network provider, connecting people and making life richer. Our brand embodies the strength of our network, delivering better connectivity every day for every customer.

The company was founded in 2003 to challenge the mobile industry. Today, it covers 99% of the UK outdoor population with its combined 3G and 4G network, carrying 28% of mobile data traffic in the country (Enders Analysis).

With more spectrum exclusively dedicated to 5G than any other UK mobile network, Three's customers benefit from an outstanding experience when using the next generation of mobile technology.

Job Description

This role works closely with stakeholders across the business, including Engagement and People Capability, Go to Market, Partner Managers, and Contact Centre teams.

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

This includes:

  • Delivering, managing and/or governing all aspects of allocated changes to ensure Contact Centre operational readiness: stakeholder engagement, planning, development, delivery, tracking, communication, and training.
  • Delivering, managing and/or governing change initiatives to ensure successful landing and engagement of Contact Centre Channels.
  • Working with the wider team to develop changes that improve performance and customer experience and improve existing processes, systems, and procedures.

A strong relationship with the wider team and stakeholders across the business, including our Contact Centre Partner in India, ensures all changes are implemented effectively, and benefits are realised.

Qualifications
  • Strong communication and written skills combined with attention to detail.
  • Experience in delivering change initiatives, including leading continuous improvement activity.
  • Strong stakeholder management skills with 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.
Benefits
  • A competitive salary range starting at £37,200.
  • A performance-based annual bonus and flexible allowance to spend on additional benefits or topping up pension.
  • Hybrid working arrangement between home (2-3 days) and either Reading HQ office at Green Park or 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.
Why Join Us?

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

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 their homes in the UK to carry out their roles. Excluding retail, our core hours are between 10:00 and 16:00, with operating hours between 08:00 and 18:30.

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