Change Implementation & Engagement Manager - Contact Centre

As Customer Care Change Implementation & Engagement Manager (12 month fixed term contract) you will play a pivotal role in shaping the colleague experience and driving the successful delivery of change across our Customer Care Centre operation. Working at the heart of the business, you will lead the engagement, communication and change management strategy, ensuring colleagues feel informed, supported and motivated through periods of transformation. Through building a positive, inclusive and high-performing culture, you will help create an environment where colleagues can thrive while continuing to deliver exceptional service to our customers.

Acting as the key link between Customer Care Operations, Service Design and Change teams, you will ensure operational needs are represented throughout the development and implementation of new initiatives, and that change is effectively embedded into day-to-day operations. You will also serve as the operational lead for customer-impacting incidents and business-critical issues, coordinating responses, communications and stakeholder engagement across a wide range of functions. This is a highly visible role requiring strong collaboration, influence and leadership skills to drive operational excellence, colleague engagement and positive customer outcomes.