Change Coordinator in Walsall

Joining Echo Managed Services as a Change Co‑ordinator offers the opportunity to shape meaningful transformation within a fast‑moving, customer‑focused organisation. You’ll work at the heart of operational change, partnering with passionate teams to improve processes, enhance customer journeys, and embed new ways of working that make a real difference. The role gives you the platform to lead engaging workshops, influence decision‑making, and guide teams through change with clarity and confidence. For someone who thrives on collaboration, problem‑solving, and continuous improvement, this is a role where your impact will be visible, valued, and genuinely rewarding.

The Change Co‑ordinator supports Echo Managed Services in delivering smooth, well‑governed operational, process, and system change across the organisation. The role focuses on building a clear understanding of how teams work today, preparing people for new ways of working, and ensuring changes land successfully into live service. It blends facilitation, analysis, communication, and stakeholder engagement to maximise adoption, minimise disruption, and drive continuous improvement across Echo’s customer operations and service delivery teams.

• Lead engaging, insight‑driven sessions with subject‑matter experts to understand current processes, identify gaps, and shape the transition to future‑state operations.
• Build awareness and enthusiasm for change by delivering clear, compelling communications that support readiness and adoption across operational teams.
• Identify, empower, and coach change champions who will advocate for new ways of working and support smooth transitions into service.
• Conduct business readiness assessments to ensure people, processes, and systems are fully prepared for upcoming changes.
• Design and facilitate collaborative workshops to gather requirements, challenge assumptions, and encourage cross‑team alignment.
• Carry out pre‑ and post‑implementation reviews, capturing insights and lessons learned to strengthen future delivery.
• Maintain high‑quality documentation, logs, and governance records throughout the change lifecycle.
• Work closely with technical delivery teams to support integration testing, refine test scripts, and ensure a seamless UAT experience.
• Partner with the Training team to translate change into practical learning that supports operational embedding.
• Gather, analyse, and present data to inform decisions, track performance, and demonstrate the impact of change initiatives.
• Build trusted relationships across Echo Managed Services, acting as a positive, collaborative partner to users, peers, and leaders.
• Lead the transition of projects into live operation, ensuring complete handover and successful closure.
• Identify and recommend continuous improvement opportunities, using insights and feedback to challenge inefficiencies and enhance performance.

• Strong understanding of end‑to‑end customer journeys within a regulated or service‑driven environment, with a focus on operational excellence.
• Knowledge of billing, debt, or customer service system components and how they interact to support customer experience.
• Familiarity with change management methodologies and full project lifecycle delivery.
• Experience using governance tools such as RAID logs and business requirements templates.
• Solid understanding of UAT processes and quality assurance principles.
• Proficiency in Microsoft Office, including Visio for process mapping and PowerPoint for visual communication.
• A self‑starter with high motivation, able to work independently while thriving in collaborative environments.
• Exceptional communicator with the confidence to influence and build relationships at all levels.
• Skilled facilitator and presenter, capable of energising discussions and driving alignment.
• Comfortable working with detailed requirements and technical information, translating complexity into clear actions.
• Logical problem‑solver with strong analytical skills and a practical approach to solutions.
• Highly organised, with excellent documentation and time‑management capabilities.
• Customer‑focused and committed to delivering high‑quality outcomes.
• A change or project management qualification is desirable.

• Competitive salary, depending on experience.
• Hybrid working - 3dpw typically in the office.
• Employer pension contributions.
• 25 days holiday plus bank holidays.
• Free on‑site gym.
• 24/7 GP service.
• Cycle to work scheme.
• Employee assistance program via Aviva.
• Access to store and restaurants discounts.