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- Tasks: Lead change initiatives to enhance customer experience in our contact centres.
- Company: Join Three UK, a leading mobile network transforming connectivity since 2003.
- Benefits: Enjoy hybrid working, competitive salary, private medical insurance, and generous leave.
- Why this job: Be part of a diverse team making impactful changes in a dynamic environment.
- Qualifications: Strong communication skills and experience in change management are essential.
- Other info: We celebrate diversity and support all applicants, regardless of background.
The predicted salary is between 37200 - 46640 £ per year.
Company Description
Three UK is a big network for the little or life-changing connections that make life richer. Our brand embodies the strength of our network and how we can provide better connectivity every day for every customer.
Three UK was founded in 2003 to challenge the mobile industry, and now covers 99% of the UK outdoor population with its combined 3G and 4G network and carries 28% of mobile data traffic in the country (Enders Analysis). Three has more spectrum exclusively dedicated to 5G than any other UK mobile network, meaning our customers will benefit from an outstanding experience when using the next generation of mobile technology.
Job Description
The role will work closely with stakeholders from across the business, including Engagement and People Capability, Go to Market, Partner Managers, and Contact Centre teams. The role is responsible for :
- Being the front door for any change into our contact centres.
- Support, manage and / or governing the effective delivery of changes and continuous improvements as requested by stakeholders.
- Support, manage and / or governing changes through the designing, documenting, and improving of processes.
- Driving customer experience and compliance through effective change management and continuous improvement.
- Leading and supporting on the initiatives that impact the Contact Centre function.
What you’ll be doing in the role
- Responsible for delivering, managing and / or governing all aspects of an allocated change to ensure Contact Centre operational readiness : including stakeholder engagement, planning, development, delivery, tracking, communication, and training.
- Delivering, managing and / or governing change initiatives to ensure that they land successfully and that the Contact Centre Channels are engaged and supported.
- Work with the wider team to develop changes that improve performance and customer experience and improve existing processes, systems, and procedures.
- Establish strong stakeholder relationships with the wider team and stakeholders across the business including our Contact Centre Partner in India to ensure that all changes are implemented effectively and that benefits are realised.
Qualifications
- Strong communication and written skills combined with an eye for detail.
- Experience of delivering change initiatives including leading continuous improvement activity.
- Strong stakeholder management skills with the ability to collaborate with multiple stakeholders including contact centre partners overseas.
- Strong experience in telco / contact centre operations.
- Ability to multi-task and work on multiple complex projects of work.
Additional Information
- The salary range for this role starts at £37,200, the exact salary will differ by job and experience.
- A performance based annual bonus & an additional ‘flexible allowance’ to spend on additional benefits, topping up your pension, or to be added to your salary.
- Hybrid working between your home (2-3 days a week) and either our brand new Reading HQ office at Green Park or our Glasgow office in the city centre.
- 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service.
- Private Medical Insurance, Life Assurance and Income Protection.
- Free mobile phone package & unlimited sim-card.
- Plus lots more including wellbeing and learning & development benefits!
Equal Opportunity
We are committed to equality in employment and growing a diverse workforce. We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status or civil status and we want our teams to reflect this!
Disability Confidence
We are a Disability Confident Committed Employer. Need any reasonable adjustments? Let us know when you apply so we can support you throughout the interview process.
Working Hours
Excluding retail, our core hours at Three are between 10 : 00 and 16 : 00, with operating hours between 08 : 00 & 18 : 30. This allows employees to have a start time between 08 : 00 and 10 : 00 and finish time between 16 : 00 and 18 : 30.
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Change Manager employer: Three
Contact Detail:
Three Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Change Manager
✨Tip Number 1
Familiarise yourself with the latest trends in change management, especially within the telecoms sector. Understanding how Three UK operates and their approach to customer experience will give you an edge during discussions.
✨Tip Number 2
Network with current or former employees of Three UK on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations for the Change Manager role.
✨Tip Number 3
Prepare to discuss specific examples of your past experiences in managing change initiatives. Highlighting your successes and how they relate to improving customer experience will resonate well with the interviewers.
✨Tip Number 4
Showcase your stakeholder management skills by preparing to discuss how you've effectively collaborated with diverse teams in previous roles. This is crucial for the Change Manager position at Three UK.
We think you need these skills to ace Change Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in change management and stakeholder engagement. Use specific examples that demonstrate your ability to manage change initiatives effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the role and the company. Mention how your skills align with their needs, particularly in driving customer experience and continuous improvement.
Showcase Communication Skills: Since strong communication is key for this role, provide examples of how you've successfully communicated changes in previous positions. Highlight any experience working with diverse teams or stakeholders.
Highlight Relevant Experience: Emphasise your experience in telco or contact centre operations. Discuss specific projects where you led change initiatives, focusing on the outcomes and improvements achieved.
How to prepare for a job interview at Three
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Change Manager at Three UK. Familiarise yourself with their approach to change management, especially in contact centres, and be ready to discuss how your experience aligns with these expectations.
✨Showcase Stakeholder Management Skills
Prepare examples that demonstrate your ability to manage and engage stakeholders effectively. Highlight any past experiences where you successfully collaborated with multiple teams or partners, particularly in a contact centre environment.
✨Emphasise Communication Skills
Since strong communication is key for this role, practice articulating your thoughts clearly and concisely. Be prepared to discuss how you've used your communication skills to drive change or improve processes in previous roles.
✨Demonstrate Continuous Improvement Mindset
Be ready to share specific instances where you've led continuous improvement initiatives. Discuss the impact of these changes on customer experience and operational efficiency, as this will resonate well with the interviewers at Three UK.
