Customer Contact Centre Change Delivery Lead

Adecco; Manchester; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading recruitment agency is seeking a Customer Contact Centre Change Delivery Lead to spearhead the transformative Customer Contact Centre initiative in Manchester. The successful candidate will lead the change process, ensuring a customer-centric service that incorporates modern digital capabilities. A proven track record in customer service transformations, strong programme management, and experience with omnichannel platforms are essential. This role offers the chance to make a substantial impact within a vibrant and collaborative team.

Qualifications

• Proven track record in leading large-scale contact centre transformations.
• Experience in modernising customer contact, including AI solutions.
• Deep understanding of contact centre technologies.

Responsibilities

• Develop and implement contact centre transformation strategies.
• Champion a customer-first culture.
• Lead and plan transformation programmes.

Skills

Leading customer service transformations

Modernising contact channels

Stakeholder engagement

Program management

Customer-focused insights

Education

BA degree or equivalent

Professional qualifications in programme or change management

Tools

Omnichannel platforms

CRM

Analytics

Job description

Job Advertisement: Customer Contact Centre Change Delivery Lead

Location: City Centre, Manchester
Contract Type: Fixed Term Contract (24 months)

Are you ready to lead a transformative journey in customer service? Our client is seeking a dynamic Customer Contact Centre Change Delivery Lead to spearhead the Contact Centre of the Future initiative! If you are passionate about enhancing customer experiences and driving meaningful change, this is the opportunity for you!

About the Role

As the Change Delivery Lead, you will play a crucial role in revolutionising our client's contact centre. Your leadership will ensure a seamless, customer‑centric service that reflects modern digital capabilities and operational excellence. This is your chance to make a substantial impact on the customer experience and workforce performance!

Key Responsibilities

Strategic Leadership

• Develop and own the end‑to‑end contact centre transformation strategy.
• Champion a customer‑first culture, aligning transformation efforts with customer insights.

Programme Delivery

• Lead the planning and implementation of transformation programmes across technology, people, and processes.
• Collaborate with stakeholders to define clear problem statements and solutions.

People and Change Leadership

• Work with HR and operational leads to reshape structures and roles within the contact centre.
• Drive cultural change to support digital adoption and continuous improvement.

Stakeholder Engagement

• Act as a strategic point of contact for internal stakeholders, service providers, and technology partners.
• Develop a clear communications strategy to engage and inform stakeholders throughout the transformation.

Financial & Commercial Management

• Develop business cases and oversee budgets related to the transformation programme, ensuring value for public money.

What We Are Looking For

Essential Experience

• Proven track record in leading large‑scale contact centre or customer service transformations.
• Experience modernising customer contact channels, including digital and AI solutions.
• Deep understanding of contact centre technologies (eg omnichannel platforms, CRM, analytics)
• Strong programme management and stakeholder engagement skills.

Qualifications

• A BA level degree or equivalent.
• Professional qualifications in programme or change management are desirable.

Attributes

• Customer‑focused and insight‑driven.
• Collaborative, resilient, and adaptable in a fast‑paced environment.
• Passionate about equity, accessibility, and inclusive service design.

Why Join Us

This is an incredible opportunity to be part of a forward‑thinking organisation dedicated to enhancing customer service. You'll be working in a vibrant city centre location, collaborating with talented professionals who are just as passionate about transformation as you are!

Apply Now

Join our client on this exciting journey and help shape the future of customer service! If you are ready to take the next step in your career and lead a significant change initiative, we want to hear from you!

For more information or to submit your application, please contact us today!

Adecco is a disability‑confident employer. It is important to us that we run an inclusive and accessible recruitment process to support candidates of all backgrounds and all abilities to apply. Adecco is committed to building a supportive environment for you to explore the next steps in your career. If you require reasonable adjustments at any stage, please let us know and we will be happy to support you.