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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!

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!

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

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

• 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.

• 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.

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

• 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.

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

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

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!

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.