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 a focus on innovation and stakeholder engagement.
- Why this job: Make a real difference in customer service while working with diverse teams across the UK.
- Qualifications: Proven experience in contact centre transformation and strong change management skills.
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) employer: JSS
As a leading services organisation, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee development and well-being. Our Interim Change Manager role offers the opportunity to drive impactful transformation across multiple contact centre operations, with access to comprehensive training and support, as well as the chance to engage with senior stakeholders in a collaborative environment. With a focus on operational excellence and customer experience, our team is dedicated to creating meaningful change while providing a flexible working arrangement that includes travel to various regional sites across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Interim Change Manager (Contact/Call Centre experience essential)
✨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 perfect lead for you.
✨Tip Number 2
Prepare for interviews by brushing up on your change management methodologies. Be ready to discuss how you've successfully driven transformation programmes in contact centres before. We want to hear your success stories!
✨Tip Number 3
Showcase your stakeholder engagement skills during interviews. Think of examples where you’ve influenced senior leaders or managed multi-site teams effectively. This is key for the role, so make it shine!
✨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 about their job search.
We think you need these skills to ace Interim Change Manager (Contact/Call Centre experience essential)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of Interim Change Manager. Highlight your contact/call centre experience and any transformation programmes you've led. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of how you've improved customer experience or operational performance in previous roles. We love a good story!
Showcase Your Change Management Skills:Since change management is key for this position, make sure to mention any methodologies you’re familiar with, like Prosci or ADKAR. We want to know how you’ve successfully implemented change in the past!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you don’t miss out on any important updates. Plus, we love seeing applications come in directly!
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 successfully engaged and influenced stakeholders at various levels. Be ready to share these stories, as strong stakeholder engagement is crucial for this role. It’ll show you can navigate complex organisational structures.
✨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 initiatives. This will demonstrate your ability to support technology changes that enhance customer experience.
