At Transport for Greater Manchester, were transforming how our city moves, and our Contact Centre is at the heart of this journey! Were 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 youre 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. Youll 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! Youll design new ways of working, oversee the rollout of cutting-edge technology, and ensure were always improving. Your leadership will inspire teams, foster collaboration, and drive a culture where everyone is empowered to deliver brilliant customer experiences. Youll 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. 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. Were proud to serve a diverse region and are committed to making every journey accessible, reliable, and supported by a caring team. What youll 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. Were looking for someone who can combine strategic vision with hands-on delivery. To succeed, youll 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. Youll 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.