Contact Centre Change Delivery Lead

TfGM; Manchester; Hybrid; GBP 57,000 - 66,000; Full time

Job summary

A public transport service in Manchester is seeking a leader to transform their Customer Contact Centre. The successful candidate will oversee a major modernization initiative that integrates voice, digital, and self-service channels, enhancing customer experiences. This hybrid role requires strong leadership skills and the ability to manage large-scale transformations in a customer service environment, ensuring innovative solutions that impact millions of lives across Greater Manchester. Salary ranges from £57,770 to £65,024 depending on experience.

Benefits

Generous annual leave starting at 28 days

Free travel on buses across Greater Manchester

Local Government defined pension scheme

Enhanced family-friendly leave policies

Personal and Career Development support

Qualifications

• Proven track record of leading large-scale transformation in a contact centre.
• Experience with cloud telephony, CRM, AI, and self-service.
• Strong stakeholder engagement and communication skills.

Responsibilities

• Lead the transformation of the Customer Contact Centre.
• Deliver a future-ready strategy for voice, digital, and self-service channels.
• Design new ways of working and oversee technology rollout.

Skills

Leading large-scale transformation

Experience with modern contact technologies

Strong programme management skills

Excellent stakeholder engagement

Passion for customer insight

Job description

At Transport for Greater Manchester, we’re transforming how our city moves, and our Contact Centre is at the heart of this journey!

We’re about to launch a bold, people‑first transformation programme that will modernise our technology, streamline our processes, and create a culture where every colleague can thrive. If you’re passionate about shaping the future of customer service and want to make a lasting impact for millions of people, this is your chance to lead change at scale!

Your Role

This is a rare opportunity to lead the reinvention of our Customer Contact Centre. You’ll set the vision and deliver a future‑ready strategy that brings together voice, digital, and self‑service channels, all powered by customer insight and innovation!

You’ll design new ways of working, oversee the rollout of cutting‑edge technology, and ensure we’re always improving. Your leadership will inspire teams, foster collaboration, and drive a culture where everyone is empowered to deliver brilliant customer experiences. You’ll be the driving force behind smarter, faster, and more connected services for Greater Manchester!

This is a hybrid role with an expectation to be in our Manchester office two days per week. For more information, please see the Role Profile attached at the bottom of this advert.

Who are we?

Transport for Greater Manchester connects people and places, improving lives through better transport. Our Customer team is central to this mission, championing great experiences at every touchpoint! From answering queries and resolving complaints to providing travel information and shaping services through customer insight, we put people at the centre of everything we do. We’re proud to serve a diverse region and are committed to making every journey accessible, reliable, and supported by a caring team.

What you’ll bring

What you do and how you do it is important whatever type of role you work in at TfGM and even small behaviours and actions can have a really big impact. At TfGM, our behaviours bring to life our values of Deliver, Care and Adapt.

We’re looking for someone who can combine strategic vision with hands‑on delivery. To succeed, you’ll need :

• A proven track record of leading large‑scale transformation in a contact centre or customer service environment.
• Experience with modern contact technologies, from cloud telephony and CRM to AI and self‑service.
• Strong programme management skills, with the ability to deliver results, manage risk, and ensure value for money.
• Excellent stakeholder engagement and communication skills, with the confidence to influence at all levels.
• A passion for using customer insight and data to drive continuous improvement and inclusive service design.

What we can offer you

This is your chance to shape a transformation that will make a real difference to customers and colleagues across Greater Manchester. You’ll work with passionate teams, bring bold ideas to life, and see the impact of your work every day!

This is a fixed term contract for 2 years, with a salary of £57,770 - £65,024 depending on skills and experience.

Our benefits include :

• Generous annual leave starting at 28 days (plus bank holidays), increasing with service, with options to buy more.
• Free travel on buses across Greater Manchester, plus rail or Metrolink travel to and from work.
• Local Government defined pension scheme with life cover of 3x salary and options to boost your contributions.
• Enhanced family‑friendly leave policies, including those supporting fertility treatment, alongside flexible and hybrid working and a special leave policy to support a range of unexpected events. Please note that qualification criteria may apply, including a requirement to have been employed with the organisation for a minimum specified period of time.
• Discover more benefits including wellbeing support, Personal and Career Development, Flexible working, financial support and more on our website

At TfGM we encourage candidates to discuss flexible working options at any stage of the recruitment process. We are happy to #talkflexibleworking to help colleagues maintain a healthy work life balance.

What's next?

If you believe you have the skills and experience required, we’d really like to hear from you.

To apply please submit your CV and complete your application ensuring that you provide clear examples against the criteria questions, all appointments will be based on merit. Our short‑listing process is anonymised, so please do not include your name or contact details on your CV. If any personal details are included these will be visible to the hiring manager.

Internal candidates - check with your line manager before applying for a secondment, to make sure you can be released from your substantive role.

We embrace AI to enhance our operations and to innovate our services. However, we value human talent and are looking for passionate individuals to join our organisations. Please ensure you personally complete your application and read all the instructions carefully to maximise your chances of success.

Applications that rely too heavily on AI may be rejected during shortlisting, however we understand that AI may be used as a reasonable adjustment, if using AI to support your application, please give a brief explanation why to help ensure fair selection process.

If you have completed the GM Elevate (Leadership Development) Programme, please indicate this within your application.

TfGM is proud to be an equal opportunities employer that encourages and celebrates diversity. We want to recruit and retain a workforce that reflects the communities we serve and welcome individuals from all backgrounds by committing to providing a fully inclusive and accessible recruitment process. We will offer support and reasonable adjustments if required and we also have a Guaranteed Assessment Scheme which you can find out more information on here .

For this opportunity, you must be able to prove you have the right to work in the UK - if in doubt please visit the following link Employers' right to work checklist - GOV.UK (www.gov.uk) . Please note we are not a licensed sponsor.

Please note we may close the advert early if we receive a high volume of applications.

NOTE TO AGENCIES we will be accepting direct applications only for this role. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral CV.