Customer Operations Transformation 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

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.