At a Glance
- Tasks: Lead transformation initiatives in contact centre operations to enhance customer experience and efficiency.
- Company: Join a leading services organisation driving impactful change across multiple sites.
- Benefits: Competitive interim contract with opportunities for professional growth and travel.
- Other info: Dynamic role with the chance to influence at executive level and work across the UK.
- Why this job: Make a real difference in customer service while developing your change management skills.
- Qualifications: Experience in contact centre transformation and strong change management expertise required.
The predicted salary is between 50000 - 65000 £ per year.
Location: UK (with travel to regional sites)
Contract: Interim (3-6 months+)
Start: Immediate / ASAP
We are partnering with a leading services organisation to appoint an experienced Interim Change Manager (Contact/Call Centre) to drive a critical transformation programme across multiple customer service operations. This is a high impact role focused on improving operational performance, customer experience, and embedding sustainable change across a multi-site contact centre environment.
The Role
You will lead the end to end delivery of change initiatives across call and contact centre operations, working closely with operational leadership, technology teams, and frontline colleagues.
Key responsibilities include:
- Leading transformation programmes across multi-site contact centre operations
- Driving improvements in customer experience (CX), service delivery, and operational efficiency
- Embedding change across workforce planning, processes, and performance management
- Supporting the implementation of new technologies / CRM / omnichannel platforms
- Engaging senior stakeholders and influencing at Exec level
- Ensuring change is adopted and sustained across geographically dispersed teams
Key Requirements
- Proven track record delivering contact centre / call centre transformation programmes
- Strong experience operating in multi-site, UK wide environments
- Demonstrable expertise in change management methodologies (e.g. Prosci, ADKAR)
- Experience improving KPIs such as AHT, CSAT, FCR, and service levels
- Exposure to digital/omnichannel transformation, CRM implementations, or automation
- Excellent stakeholder engagement skills with the ability to influence at all levels
- Willingness to travel regularly across UK sites
Desirable Experience
- Background in sectors such as financial services, utilities, telco, retail, or BPO
- Experience in outsourcing/vendor management environments
- Knowledge of Workforce Management (WFM) and contact centre technologies
Interim Change Manager (Contact/Call Centre experience essential) in England employer: JSS
Join a leading services organisation that prioritises employee development and fosters a collaborative work culture. As an Interim Change Manager, you will have the opportunity to drive impactful transformation initiatives across multiple contact centre operations while benefiting from a supportive environment that values innovation and continuous improvement. With a focus on enhancing customer experience and operational efficiency, this role offers a unique chance to make a significant difference in a dynamic setting, with travel opportunities across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Interim Change Manager (Contact/Call Centre experience essential) in England
✨Tip Number 1
Network like a pro! Reach out to your contacts in the industry, attend relevant events, and don’t be shy about letting people know you’re on the lookout for an Interim Change Manager role. You never know who might have the inside scoop on opportunities!
✨Tip Number 2
Prepare for interviews by brushing up on your change management methodologies. Be ready to discuss how you've successfully led transformation programmes in contact centre environments. We want you to showcase your expertise and make a lasting impression!
✨Tip Number 3
When you get that interview, focus on your stakeholder engagement skills. Share examples of how you've influenced senior leaders and driven change across teams. This is key for the role, so let’s make sure they see you as the perfect fit!
✨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 are proactive and engaged with our platform. Let’s get you that Interim Change Manager position!
We think you need these skills to ace Interim Change Manager (Contact/Call Centre experience essential) in England
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your contact/call centre experience and any transformation programmes you've led. We want to see how your skills match the role, so don’t be shy about showcasing your achievements!
Craft a Compelling Cover Letter:Your cover letter is your chance to tell us why you’re the perfect fit for this Interim Change Manager role. Share specific examples of how you've improved customer experience or operational efficiency in previous roles.
Showcase Your Change Management Skills:Since change management methodologies are key for this role, make sure to mention any relevant frameworks you’ve used, like Prosci or ADKAR. We love seeing how you’ve applied these in real-world scenarios!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity right away!
How to prepare for a job interview at JSS
✨Know Your Change Management Methodologies
Brush up on change management methodologies like Prosci and ADKAR. Be ready to discuss how you've applied these frameworks in past roles, especially in contact centre environments. This shows you’re not just familiar with the theory but can also implement it effectively.
✨Showcase Your Contact Centre Experience
Prepare specific examples from your previous roles that highlight your experience in transforming contact centre operations. Focus on metrics like AHT, CSAT, and FCR to demonstrate your impact. This will help the interviewers see your direct relevance to the role.
✨Engage with Stakeholder Scenarios
Think of scenarios where you had to engage and influence senior stakeholders. Be ready to share how you navigated challenges and secured buy-in for change initiatives. This is crucial for a role that requires strong stakeholder engagement skills.
✨Be Ready to Discuss Technology Implementation
Familiarise yourself with the latest CRM and omnichannel platforms. Be prepared to discuss any experience you have with digital transformation and how you’ve supported technology implementations in the past. This will show your adaptability and forward-thinking approach.
