Change Manager
Salary: £40k - £50k
Who are we?
First Customer Contact is part of FirstGroup, one of the leading rail operators and one of the largest bus operators in the UK. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.
About the job
Join our fast‑paced Contact Centre team as a Change Manager, driving the successful delivery and embedding of key change initiatives across FCC. You’ll shape and evolve our scalable change management framework, ensuring every change is structured, controlled, and aligned with ISO standards. In this role, you’ll assess, prioritise, and deliver change that supports strategic goals and delivers measurable business benefits. Working closely with delivery teams, operational leaders, and clients, you’ll champion consistent, practical change approaches and help teams adopt new ways of working effectively. If you’re passionate about improving frameworks, strengthening governance, and making change stick, this is your opportunity to influence, collaborate, and help mature a growing function.
Your Responsibilities
* Support the development and improvement of a consistent, ISO‑aligned change management framework
* Run effective processes to assess, prioritise, and approve change initiatives
* Build strong relationships with stakeholders and clients to align priorities and expectations
* Identify and manage risks, ensuring robust impact assessments and compliance
* Lead the delivery and embedding of change into BAU operations
* Create clear, timely, and engaging change communications
* Coach teams and share best practice to build organisational change capability
* Define and track KPIs and business benefits, providing insight to leaders and clients
As a minimum you will need to have:
* Proven experience leading change management in fast‑paced operational environments
* A strong track record delivering and embedding change, with exposure to frameworks and governance
* Strategic, solutions‑focused thinking with the ability to navigate complex challenges
* Confidence managing multiple concurrent change initiatives and shifting priorities
* Solid understanding of governance, risk and control principles
* Ability to build strong stakeholder and client relationships and influence effectively
* Excellent communication skills, able to translate complex change into clear messaging
* Confidence using data and MI to inform decisions and track performance
* Awareness of contact centre or customer service technologies (e.g., Salesforce, Amazon Connect)
* Experience working in Agile or hybrid delivery environments
* Familiarity with tools such as JIRA for workflow and change tracking
* A continuous improvement mindset and commitment to best practice
* Strong Microsoft 365 skills (Excel, PowerPoint, Word)
* Desirable: experience in contact centres, rail, or regulated service‑led industries
About the location
Sheffield city centre. Ten minutes’ walk from Sheffield Station. Travel to other UK locations as appropriate.
Benefits
We believe great work deserves great rewards. That’s why we offer a comprehensive benefits package designed to support your lifestyle, well‑being, and future:
* Competitive Pay – We offer a salary that reflects your skills, experience, and the valuable contribution you’ll make to our team.
* Free Bus Travel – Complimentary travel on FirstGroup buses for you after 1 month of service.
* Discounted Train Travel – Enjoy all day travel for you, friends and family for as little as £6 across Avanti West Coast, Great Western Railway, Hull Trains, TPE (from £10) and Lumo after 6 months of service.
* Generous Holiday Allowance – 25 days of annual leave plus public holidays.
* Pension Scheme – Contributory pension plan with the opportunity to invest in discounted FirstGroup shares through a SAYE scheme.
* FirstXclusives Discount Scheme – Unlock over 3,000 deals on high street brands, cinema tickets, flights, holidays, and more.
* 24/7 Employee Assistance Programme – Confidential support whenever you need it, because your wellbeing matters.
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