Customer Change Lead

We Are Stellify; Liverpool; Hybrid; GBP 63,000 - 77,000; Full time

Job summary

We Are Stellify in Liverpool is seeking a Customer Change Lead to take a busy customer operation and make it faster and simpler for the people it serves. The role is a 6-month contract, hybrid (2 days on site per week) with a £70,000 equivalent salary.

You’ll work with the senior leadership team, starting with one service area and a team of around 25, then roll the same approach out across the wider customer operation. Start ASAP.

Qualifications

• Leadership foundations, and evedance of successfully implementing change and success across the 3 key areas (people, tech and processes).

Responsibilities

• Implementation of a new multi contact case system
• Map the customer journey end to end and cut out the back and forth for customers and staff
• Give every enquiry a clear owner and move the team towards same-day callbacks
• Coach team managers to run their teams on the new measures
• Get more from the systems the team already uses, and build the case for any changes
• Hand over changes the managers can run once your contract ends

Skills

Leadership

Change management

Stakeholder management

Commercial thinking

People skills

SLA experience

Problem solving

Job description

Senior and executive search across customer operations, CX and contact centres.

Liverpool, hybrid (2 days a week on site) | 6 months | £70,000 equivalent

We’re looking for a Customer Change Lead to take a busy customer operation and make it faster and simpler for the people it serves.

The service handles high volumes of applications and enquiries. The journey has too many hand-offs: emails pass between shared inboxes with no clear owner, the same errors come back again and again, and customers can wait days for an answer. New performance data now shows what each person handles. Your job is to use it to build a better service.

You’ll work alongside the senior leadership team, starting with one service area and a team of around 25, then take the same approach into the wider customer operation.

What you’ll do

This role is focused on elevating: Tech, People and Process.

• Implementation of a new multi contact case system
• Map the customer journey end to end and cut out the back and forth for customers and staff
• Give every enquiry a clear owner and move the team towards same-day callbacks
• Coach team managers to run their teams on the new measures
• Get more from the systems the team already uses, and build the case for any changes
• Hand over changes the managers can run once your contract ends

What you’ll bring

• Leadership foundations, and evedance of successfully implementing change and success across the 3 key areas (people, tech and processes)
• A track record leading change in a customer operation or contact centre
• A commercial head: you can put a cost and a payback against each change
• The confidence to challenge long-established ways of working and bring long-serving colleagues with you
• Stakeholder skills that hold up at senior level
• Experience of working to contracted SLAs is a plus
• Availability to start without (or a short) notice period

The details

• Start ASAP