Change Manager

**Company Description**

The Rank Group are known through our iconic brands; Mecca Bingo and Grosvenor Casinos. We employ almost 7,000 people across our brands, in roles ranging from Casino Croupiers, Poker Dealers, Chefs and Bingo Club Callers, through to specialists in Marketing,Property, Finance, Law and Human Resources and many more. We are a multi-channel business, operating across our retail (club and casino venues), online and mobile. We are always changing and always innovating.

Our Customer Solutions Hub is based in the heart of Sheffield, with beautiful views of Victoria Quays and easy access to the town centre. We’re proud of the environment we’ve created and unlike other Contact Centres, we offer a culture of learning, developmentand fun.

The Change Manager has responsibility for leading the continuous improvement of our Customer Service activities, and drives through internal development and change to process, ensuring all process within the Customer Solutions Hub are documented.

They take a lead role to represent Customer Services on change projects and support new products being developed and launched as well as be responsible for performing risk and conflict assessments and prioritising key activity with stakeholders, operationsand development teams.

**Specifically**:

- Be the main point of contact for Change communication ensuring that expectations are managed and all stakeholders are aware of any high level and product-specific planning, scheduling, coordination and communication of Changes throughout the Change lifecycle.
- Identify potential risks and conflicts prior to deployment and ensure that all necessary checks are carried out before approval is given to the deployment teams
- Champion Service and Delivery Management processes and ensure that delivery principles and processes are established and adhered to. Encourage teams to use them by demonstrating best practices as well as delivering training and information to stakeholders.
- Working with product owners and IT development teams to capture all infrastructure change requirements and to advise on implementation.
- Reporting to Operations leadership on change trends and events within the organisation that will impact the business operations.
- Plan Change across all environments - Plan, schedule, coordinate and manage the end-to-end movement of all Changes through the development lifecycle to the live environment.
- Accept Change handover - Ensure Change handover/knowledge transfer between Development teams, Operational teams and L&D teams. Ensure all Change documentation and information is produced and distributed appropriately to ensure products are able to be fullysupported post-launch.
- During the planning and rollout of upgrades and changes ensure that known issues are addressed and problems are escalated appropriately. Analyze incidents/problems reported by CSH to ensure future Changes incorporate appropriate responses to those incidentsand problems.
- Analyse customer journey data, complaints and satisfaction metrics in order to identify improvement opportunities, particularly related to repeat contacts.

**Qualifications**
- Previous experience in a change role or function would be an advantage
- Project Management experience would be beneficial

**Additional Information**

Part of the role is to drive continuous improvement via analysis of customer journeys and processes to drive down repeat contacts and improve first contact resolution. This is particularly critical as we continue the development of the off shore site andalso integrate Retail activities over the coming 12 months.