Change Manager

Three; Reading; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading mobile network provider in the UK is seeking a Change Manager to oversee and implement operational enhancements in Contact Centres. This role involves managing change initiatives, engaging stakeholders, and continuously improving processes to elevate customer experience. The ideal candidate will have a strong background in telecommunications and contact centre operations, accompanied by excellent communication and project management skills. This position offers a competitive salary starting at £37,200 and includes hybrid working options, generous annual leave, and extensive benefits.

Benefits

Performance-based annual bonus

Flexible allowance for benefits

Private Medical Insurance

Free mobile phone package

28 days annual leave plus bank holidays

Wellbeing and learning & development benefits

Qualifications

• Proven ability to manage change initiatives and continuous improvements.
• Strong written and verbal communication skills.
• Experience collaborating with multiple stakeholders, including overseas partners.

Responsibilities

• Manage all aspects of allocated changes to ensure operational readiness of Contact Centres.
• Ensure successful implementation of change initiatives and stakeholder engagement.
• Develop processes, systems, and procedures that enhance performance and customer experience.

Skills

Strong communication skills

Stakeholder management

Change initiative delivery

Experience in telco/contact centre operations

Detail-oriented

Ability to multi-task

Job description

Company Description

Three UK is a big network for the little or life-changing connections that make life richer. Our brand embodies the strength of our network and how we can provide better connectivity every day for every customer.

Three UK was founded in 2003 to challenge the mobile industry, and now covers 99% of the UK outdoor population with its combined 3G and 4G network and carries 28% of mobile data traffic in the country (Enders Analysis). Three has more spectrum exclusively dedicated to 5G than any other UK mobile network, meaning our customers will benefit from an outstanding experience when using the next generation of mobile technology.

Job Description

The role will work closely with stakeholders from across the business, including Engagement and People Capability, Go to Market, Partner Managers, and Contact Centre teams. The role is responsible for :

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

What you’ll be doing in the role

• 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.
• Delivering, managing and / or governing change initiatives to ensure that they land successfully and that the Contact Centre Channels are engaged and supported.
• 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 that all changes are implemented effectively and that benefits are realised.

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, the exact salary will differ by job and experience.
• A performance based annual bonus & 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 & unlimited sim-card.
• Plus lots more including wellbeing and learning & development benefits!

Equal Opportunity

We are committed to equality in employment and growing a diverse workforce. We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status or civil status and we want our teams to reflect this!

Disability Confidence

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.

Working Hours

Excluding retail, our core hours at Three are between 10 : 00 and 16 : 00, with operating hours between 08 : 00 & 18 : 30. This allows employees to have a start time between 08 : 00 and 10 : 00 and finish time between 16 : 00 and 18 : 30.