At a Glance
- Tasks: Drive change initiatives and shape a scalable management framework in a fast-paced environment.
- Company: Join FirstGroup's dynamic Contact Centre team in Sheffield city centre.
- Benefits: Enjoy competitive pay, free bus travel, discounted train fares, and generous holiday allowance.
- Other info: Great career growth opportunities and a supportive work culture.
- Why this job: Make a real impact by leading change and improving operational efficiency.
- Qualifications: Experience in change management and strong communication skills are essential.
The predicted salary is between 40000 - 50000 £ per year.
As part of FirstGroup’s fast‑paced Contact Centre team, you will drive the successful delivery and embedding of key change initiatives across FCC. You’ll shape and evolve a scalable change management framework, ensuring every change is structured, controlled, and aligned with ISO standards. 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.
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
Qualifications
- 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
Location
Sheffield city centre – ten minutes’ walk from Sheffield Station. Travel to other UK locations as appropriate.
Benefits
- Competitive Pay – salary that reflects your skills and experience
- Free Bus Travel – Complimentary travel on FirstGroup buses 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
- First Xclusives 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
Change Manager in Sheffield employer: First Customer Contact Ltd
FirstGroup is an exceptional employer located in the heart of Sheffield, offering a dynamic work environment where change management thrives. With competitive pay, generous holiday allowances, and unique benefits like free bus travel and discounted train fares, employees enjoy a rewarding work-life balance. The company fosters a culture of continuous improvement and professional growth, empowering Change Managers to lead impactful initiatives while receiving support through a comprehensive employee assistance programme.
Contact Details:
First Customer Contact Ltd Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Change Manager in Sheffield
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company and its change initiatives. Show us you understand their goals and how you can help achieve them. Tailor your answers to reflect their values!
✨Tip Number 3
Practice your communication skills. As a Change Manager, you'll need to convey complex ideas simply. Try explaining your past experiences to friends or family to get comfortable with your messaging.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Change Manager in Sheffield
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in change management. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you've successfully led change initiatives. We love seeing quantifiable results, so include metrics where possible!
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your key messages stand out.
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way to ensure it gets into the right hands and shows us you're serious about joining our team!
How to prepare for a job interview at First Customer Contact Ltd
✨Know Your Change Management Framework
Familiarise yourself with change management frameworks, especially those aligned with ISO standards. Be ready to discuss how you've applied these in past roles and how you can adapt them to FirstGroup's needs.
✨Build Relationships Before the Interview
Try to connect with current employees or stakeholders at FirstGroup on LinkedIn. Understanding their perspectives on change initiatives can give you valuable insights and help you tailor your responses during the interview.
✨Prepare for Scenario-Based Questions
Expect questions that ask you to describe how you would handle specific change scenarios. Think of examples from your experience where you successfully managed change, highlighting your strategic thinking and problem-solving skills.
✨Showcase Your Communication Skills
Since clear communication is key in this role, practice explaining complex change concepts in simple terms. You might even want to prepare a brief presentation on a past change initiative to demonstrate your ability to convey information effectively.
