At a Glance
- Tasks: Lead change in customer operations to enhance efficiency and service quality.
- Company: Dynamic company focused on improving customer experience.
- Benefits: Competitive salary, hybrid work model, and opportunity for impactful change.
- Other info: Join a supportive team and drive innovation in a fast-paced environment.
- Why this job: Make a real difference in customer service while developing your leadership skills.
- Qualifications: Proven experience in leading change within customer operations or contact centres.
The predicted salary is between 70000 - 70000 £ per year.
Senior and executive search across customer operations, CX and contact centres.
Liverpool, hybrid (2 days a week on site) | 6 months | £70,000 equivalent We’re looking for a Customer Change Lead to take a busy customer operation and make it faster and simpler for the people it serves.
The service handles high volumes of applications and enquiries.
The journey has too many hand-offs: emails pass between shared inboxes with no clear owner, the same errors come back again and again, and customers can wait days for an answer.
New performance data now shows what each person handles.
Your job is to use it to build a better service.
You’ll work alongside the senior leadership team, starting with one service area and a team of around 25, then take the same approach into the wider customer operation.
What you’ll do This role is focused on elevating: Tech, People and Process.
Implementation of a new multi contact case system Map the customer journey end to end and cut out the back and forth for customers and staff Give every enquiry a clear owner and move the team towards same-day callbacks Coach team managers to run their teams on the new measures Get more from the systems the team already uses, and build the case for any changes Hand over changes the managers can run once your contract ends What you’ll bring Leadership foundations, and evedance of successfully implementing change and success across the 3 key areas (people, tech and processes) A track record leading change in a customer operation or contact centre A commercial head: you can put a cost and a payback against each change The confidence to challenge long-established ways of working and bring long-serving colleagues with you Stakeholder skills that hold up at senior level Experience of working to contracted SLAs is a plus Availability to start without (or a short) notice period The details Start ASAP #J-18808-Ljbffr
Customer Change Lead employer: We Are Stellify
At Stellify, we pride ourselves on being an exceptional employer in Greater Manchester, offering a dynamic work culture that fosters collaboration and innovation. Our commitment to employee growth is evident through tailored development programmes and opportunities for advancement within our large, multi-channel contact centre. Join us to be part of a transformative journey where your leadership will directly impact customer experience and operational excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Change Lead
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like We Are Stellify.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like We Are Stellify. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Change Lead
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to We Are Stellify.
How to prepare for a job interview at We Are Stellify
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in We Are Stellify's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services We Are Stellify offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
