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 shaping change management and enhancing operational efficiency.
- Qualifications: Experience in change management, strong communication skills, and ability to influence stakeholders.
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
First Customer Contact, part of FirstGroup, is an exceptional employer located in the heart of Sheffield, offering a dynamic work environment where change management thrives. With a strong commitment to employee well-being, we provide competitive pay, generous holiday allowances, and unique travel benefits, including free bus travel and discounted train fares. Our culture fosters growth and collaboration, empowering you to influence meaningful change while enjoying a supportive atmosphere that prioritises your professional development.
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 current employees at First Customer Contact or similar companies on LinkedIn. Ask them about their experiences and any tips they might have for landing the Change Manager role.
✨Tip Number 2
Prepare for the interview by brushing up on your change management frameworks and ISO standards. Be ready to discuss how you've successfully delivered change in fast-paced environments, as this will show you're the right fit for the job.
✨Tip Number 3
Showcase your communication skills! Practice explaining complex change initiatives in simple terms. This will help you demonstrate your ability to engage stakeholders and clients effectively during the interview.
✨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 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. Quantify your achievements where possible to demonstrate the impact you've made.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your communication is engaging and easy to follow.
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 without any hiccups!
How to prepare for a job interview at FirstGroup
✨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 importance of structure and governance in change initiatives.
✨Build Relationships on Paper
Prepare examples of how you've built strong relationships with stakeholders and clients. Think about specific instances where your communication skills helped align priorities or manage expectations. This will demonstrate your ability to influence effectively and work collaboratively.
✨Showcase Your Data Savvy
Be prepared to talk about how you've used data and management information (MI) to inform decisions and track performance in previous roles. Highlight any KPIs you've defined and tracked, as this will show your strategic thinking and solutions-focused approach.
✨Embrace Continuous Improvement
Express your commitment to continuous improvement and best practices. Share examples of how you've implemented changes that led to measurable business benefits. This will resonate well with their focus on evolving change management capabilities and making change stick.
