Change Lead Service Strategy - Glasgow, United Kingdom - Three UK

Three UK

Verified Company

Glasgow, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Company Description
Three UK is a big network for the little or life-changing connections that make life richer.

Our brand embodies the strength of our network and how we can provide better connectivity every day for every customer.

Three UK was founded in 2003 to challenge the mobile industry, and now covers 99% of the UK outdoor population with its combined 3G and 4G network and carries 28% of mobile data traffic in the country (Enders Analysis).

Three has more spectrum exclusively dedicated to 5G than any other UK mobile network, meaning our customers will benefit from an outstanding experience when using the next generation of mobile technology.

Job Description What the role is all about**In this exciting role you will work closely with stakeholders from across the business, including Engagement and People Capability, Go to Market, Partner Managers, and Contact Centre teams and will be responsible for:

Leading a small team of UK based changed managers with dotted lines into out outsource project teams
Being the front door for any change into our contact centres.
Support, manage and/or governing the effective delivery of changes and continuous improvements as requested by stakeholders.
Support, manage and/or governing changes through the designing, documenting, and improving of processes
Driving customer experience and compliance through effective change management and continuous improvement.
Leading and supporting on the initiatives that impact the Contact Centre function.

What you'll be doing

Responsible for leading, delivering, managing and/or governing all aspects of the change roadmap to ensure Contact Centre operational readiness: including stakeholder engagement, planning, development, delivery, tracking, communication, and training.
Delivering, managing and/or governing change initiatives to ensure that they land successfully and that the Contact Centre Channels are engaged and supported.
Work with the wider team to develop changes that improve performance and customer experience and improve existing processes, systems, and procedures.

Establish strong stakeholder relationships with the wider team and stakeholders across the business including our Contact Centre Partner in India to ensure that all changes are implemented effectively and that benefits are realised.

Qualifications What you'll ideally bring...**- Experience of managing a change team delivering a diverse portfolio of change

Experience of delivering change initiatives including leading continuous improvement activity
Strong stakeholder management skills with the ability to collaborate with multiple stakeholders including contact centre partners overseas
Strong experience in telco/ contact centre operations
Ability to multitask and work on multiple complex projects of work

What you'll receive in return

Salary range for this role starts at £53,760. The exact salary will differ by job and experience
A car cash allowance, a performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary
Hybrid working between your home (23 days a week) and our Reading HQ office at Green Park (23 days a week) or our Glasgow Office (23 days a week)
28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service
Private Medical Insurance, Life Assurance and Income Protection
Free mobile phone package & unlimited simcard
Onsite car parking (Reading only)

- .... Plus lots more including wellbeing and learning & development benefits

Additional InformationOur people make us who we are. We're a diverse and inclusive bunch, and it's important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.

Excluding retail, core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.