Customer Contact Centre Change Delivery Lead
Salary: £57,500 - £65,000 per annum
Location: Manchester City Centre (Hybrid - 2 days in the office per week)
Initial 24 month project with a variety of fantastic benefits.
Are you ready to lead a major transformation and shape the future of customer service? We're looking for an experienced leader to deliver a cutting-edge transformation programme for our Customer Contact Centre. This is your chance to drive cultural, behavioural, and technical change while modernising customer experience and enhancing digital capabilities.
What you'll do:
* Develop and own the end-to-end contact centre transformation strategy aligned with customer needs and business goals.
* Lead the redesign of processes, technology, and people structures to create a future-ready, customer-centric contact centre.
* Oversee the implementation of innovative solutions like cloud telephony, AI chatbots, CRM integration, and omnichannel platforms.
* Drive cultural change to support digital adoption, continuous improvement, and workforce empowerment.
* Collaborate with stakeholders across departments to ensure seamless delivery and measurable impact.
* Manage budgets up to £5m, ensuring value for public money through robust governance and reporting frameworks.
What we're looking for:<...