Change Project Manager

ZipRecruiter; Kingston upon Hull; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading company is seeking a motivated Project Delivery Manager to enhance their service centre operations. This role involves driving improvements across various functions, managing multiple projects, and influencing stakeholders. The ideal candidate has a robust project management background, especially in customer service settings, and a passion for continuous improvement. Join them to make impactful changes and deliver quality results!

Qualifications

• Proven experience (3+ years) in project management within a call centre or customer service environment.
• Strong understanding of call centre operations with ability to drive continuous improvement.
• Exceptional communication and interpersonal skills.

Responsibilities

• Lead and manage end-to-end project delivery within the service centre environment.
• Identify and implement process improvements to enhance service centre efficiency.
• Manage and support change initiatives across the organisation.

Skills

Project Management

Stakeholder Engagement

Problem Solving

Change Management

Communication

Tools

MS Project

JIRA

Trello

Job description

Job Description

Aquilo recruitment are excited to be partnering with Ideal heating to recruit a project delivery manager to lead from the front and drive forward with projects and continuous improvement across the service centre side of the business. The role would suit an individual who thrives on making a difference and driving change, salesforce experience would be an advantage.

Position Overview:

We are seeking a highly motivated and dynamic Project Delivery Manager to join our service centre operations team. The successful candidate will play a key role in driving improvements across various operational functions, while ensuring seamless project delivery and change management. You will be an agent for change, influencing and collaborating with stakeholders across diverse functions to achieve operational excellence.

This role will be an enabling role, driving forward projects and change. It will have direct responsibility for training, data, contracts and compliance. There will also be links with Digital Services and Sales. The ideal candidate will have a background in a service driven organisation.

As a Project Delivery Manager, you will be responsible for managing multiple projects simultaneously, ensuring they are delivered on time, within scope, and to the highest quality standards. You will also work closely with other functional leads to champion process improvements, driving the culture of continuous improvement, and promote innovation within the service centre environment and the evolution of AI tools within the operation.

The successful job holder will be able to bring energy and drive to improvement ideas and projects. They will be involved in creating core scripts and supporting the creation and delivery of a development programme to upskill representatives to deal with more complex calls.

Key Responsibilities:

• Project Management: Lead and manage end-to-end project delivery within the service centre environment, ensuring projects are delivered on time, within budget, and to scope.
• Stakeholder Engagement: Influence and collaborate with key stakeholders across various functions (e.g., operations, IT, HR, finance, etc.) to ensure alignment and support for project initiatives.
• Driving Improvements: Identify and implement process improvements, both operational and technical, to enhance the efficiency, quality, and performance of the service centre.
• Change Management: Manage and support change initiatives across the organisation, ensuring smooth transitions and effective adoption of new processes, systems, or technologies.
• Problem Solving & Decision Making: Resolve any project-related issues or challenges that arise, ensuring that solutions are effective and timely.
• Team Collaboration: Work closely with team members, cross-functional departments, and external vendors to deliver on project goals and ensure smooth project execution.
• Reporting & Analysis: Provide regular updates on project progress to senior management and stakeholders, tracking project metrics and KPIs.
• Risk Management: Identify potential risks to project delivery and implement mitigation strategies to ensure successful project completion.
• Training & Support: Ensure appropriate training and support are provided to all affected teams and stakeholders, enabling successful project implementation and adoption.

• Key Skills & Experience:

  • Proven experience (3+ years) in project management within a call centre or customer service environment.
  • Strong understanding of call centre operations and the ability to drive continuous improvement.
  • Demonstrated experience in managing cross-functional projects and working with diverse teams.
  • Exceptional communication and interpersonal skills, with the ability to influence and build relationships with stakeholders at all levels.
  • Excellent change management skills, with a track record of successfully implementing change initiatives.
  • Strong problem-solving abilities and decision-making capabilities.
  • Ability to work under pressure and manage multiple projects concurrently.
  • A proactive, results-driven mindset with a passion for driving operational excellence.
  • Ability to manage day to day support functions alongside process improvements through robust time management
  • Proficiency in project management tools and software (e.g., MS Project, JIRA, Trello, etc.).
  • A relevant project management certification (e.g., PMP, PRINCE2) is a plus but not required.

• Personal Attributes:

  • Strong leadership skills and the ability to motivate and inspire teams.
  • Can do attitude, with the ability to be innovate and challenge
  • Resilient, adaptable, and able to navigate a fast-paced and evolving work environment.
  • Ability to thrive in a collaborative team culture and contribute to team success.
  • High level of emotional intelligence and an ability to manage stakeholders with diverse needs and perspectives.