At a Glance
- Tasks: Lead change initiatives and improve frameworks in a fast-paced contact centre environment.
- Company: Join First Customer Contact, part of FirstGroup, a leading UK transport operator.
- Benefits: Competitive salary, free bus travel, discounted train fares, and generous holiday allowance.
- Other info: Dynamic role in Sheffield city centre with excellent career growth opportunities.
- Why this job: Make a real impact by driving change and improving operational efficiency.
- Qualifications: Experience in change management, strong communication skills, and a solutions-focused mindset.
The predicted salary is between 40000 - 50000 £ per year.
Who are we? First Customer Contact is part of FirstGroup, one of the leading rail operators and one of the largest bus operators in the UK. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier. FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport.
About the job Join our fast‑paced Contact Centre team as a Change Manager, driving the successful delivery and embedding of key change initiatives across FCC. You’ll shape and evolve our scalable change management framework, ensuring every change is structured, controlled, and aligned with ISO standards. In this role, you’ll assess, prioritise, and deliver change that supports strategic goals and delivers measurable business benefits. 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. If you’re passionate about improving frameworks, strengthening governance, and making change stick, this is your opportunity to influence, collaborate, and help mature a growing function.
Your 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
As a minimum you will need to have:
- 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.
About the location Sheffield city centre. Ten minutes’ walk from Sheffield Station. Travel to other UK locations as appropriate.
Benefits We believe great work deserves great rewards. That’s why we offer a comprehensive benefits package designed to support your lifestyle, well‑being, and future:
- Competitive Pay – We offer a salary that reflects your skills, experience, and the valuable contribution you’ll make to our team.
- Free Bus Travel – Complimentary travel on FirstGroup buses for you 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.
- FirstXclusives 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: FirstGroup Internal
First Customer Contact, part of FirstGroup, is an exceptional employer that prioritises employee well-being and professional growth. Located in the vibrant Sheffield city centre, we offer a supportive work culture with a focus on collaboration and innovation, alongside a comprehensive benefits package including competitive pay, free bus travel, and generous holiday allowances. Join us to make a meaningful impact in a dynamic environment where your contributions are valued and recognised.
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, especially those who work at FirstGroup or similar companies. A friendly chat can open doors and give you insights that might just help you land that Change Manager role.
✨Tip Number 2
Prepare for interviews by practising your storytelling skills. Think of examples from your past experiences where you successfully led change initiatives. We want to hear how you tackled challenges and made a real impact!
✨Tip Number 3
Show off your knowledge of ISO standards and change management frameworks during interviews. This is key for the Change Manager role, so brush up on these topics and be ready to discuss how you've applied them in your previous roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our team at First Customer Contact.
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 for the Change Manager role. Highlight your experience in leading change management and how it aligns with our ISO standards. We want to see how you can bring your unique skills to our team!
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of successful change initiatives you've led. Use metrics where possible to demonstrate the impact of your work. This helps us understand the value you can bring to First Customer Contact.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. Use clear language to explain complex ideas, as we appreciate effective communication. Remember, we’re looking for someone who can translate change into clear messaging!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the process smoother for everyone involved!
How to prepare for a job interview at FirstGroup Internal
✨Know Your Change Management Frameworks
Familiarise yourself with ISO standards and change management frameworks before the interview. Be ready to discuss how you've applied these in past roles, especially in fast-paced environments. This shows you understand the structure and control needed for effective change.
✨Build Relationships with Stakeholders
Prepare examples of how you've successfully built relationships with stakeholders in previous roles. Highlight your communication skills and ability to align priorities. This is crucial for a Change Manager, as you'll need to influence and collaborate effectively.
✨Showcase Your Problem-Solving Skills
Be ready to discuss specific challenges you've faced in managing change and how you navigated them. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will demonstrate your strategic thinking and solutions-focused approach.
✨Demonstrate Continuous Improvement Mindset
Share examples of how you've implemented continuous improvement initiatives in your previous roles. Discuss any tools or methodologies you've used, like Agile or JIRA, to track changes and measure success. This will show your commitment to best practices and enhancing organisational capabilities.
