Change Implementation & Engagement Manager - Contact Centre

Overview

As Customer Care Change Implementation & Engagement Manager (12 month fixed term contract) you will play a pivotal role in shaping the colleague experience and driving the successful delivery of change across our Customer Care Centre operation. Working at the heart of the business, you will lead the engagement, communication and change management strategy, ensuring colleagues feel informed, supported and motivated through periods of transformation. Through building a positive, inclusive and high-performing culture, you will help create an environment where colleagues can thrive while continuing to deliver exceptional service to our customers.

Acting as the key link between Customer Care Operations, Service Design and Change teams, you will ensure operational needs are represented throughout the development and implementation of new initiatives, and that change is effectively embedded into day-to-day operations. You will also serve as the operational lead for customer-impacting incidents and business-critical issues, coordinating responses, communications and stakeholder engagement across a wide range of functions. This is a highly visible role requiring strong collaboration, influence and leadership skills to drive operational excellence, colleague engagement and positive customer outcomes.

What you'll be doing

• Develop and deliver the Customer Care Centre colleague engagement strategy, creating a culture where colleagues feel informed, valued, connected and motivated to perform at their best.
• Use colleague feedback, engagement data and operational insights to identify trends, enhance the colleague experience and drive continuous improvement initiatives.
• Partner with Customer Experience Managers and Team Leaders to successfully implement engagement activities and ensure consistent communication across operational teams.
• Lead and support the planning, communication and implementation of business change, ensuring colleagues are engaged, supported and equipped throughout the change journey.
• Act as the key operational link between Customer Care Operations and Service Design, Change and Transformation teams, representing operational requirements and colleague impacts.
• Support the delivery of new processes, systems and services by coordinating operational readiness activities and ensuring changes are effectively embedded into everyday ways of working.
• Identify, assess and manage operational risks associated with change programmes, providing recommendations to minimise disruption and maximise adoption.
• Coordinate operational responses and communications for customer-impacting events, service issues and business-critical incidents to protect customer experience and business performance.
• Build strong, collaborative relationships with stakeholders across Retail Operations, Supply Chain, Customer Experience, Carriers and other key business functions.
• Provide regular reporting, insights and recommendations to operational leadership teams, using data and feedback to influence decision-making and improve colleague and customer outcomes.

What we'll look for in you

• Proven experience developing and delivering colleague engagement, communication or culture initiatives that drive positive business outcomes.
• Strong understanding of change management principles, with the ability to successfully support colleagues through periods of transformation and organisational change.
• Excellent stakeholder management and influencing skills, with the confidence to build trusted relationships across multiple business functions and levels.
• Outstanding written and verbal communication skills, with the ability to tailor messaging to different audiences and translate complex information into clear, engaging communications.
• Strong organisational and project coordination capabilities, with the ability to manage multiple priorities and deliver results in a fast-paced environment.
• Analytical and data-driven, with experience interpreting feedback, engagement metrics and operational performance data to identify trends and make informed recommendations.
• A customer-focused mindset, with a passion for delivering exceptional experiences for both customers and colleagues while driving operational excellence.
• Strong problem-solving and decision-making skills, with the ability to assess situations quickly, manage risk and coordinate effective solutions.
• Experience gained within a customer contact centre, customer service or operational environment, with a good understanding of the challenges and opportunities within customer-facing operations.
• Experience supporting business transformation, service improvement or operational change programmes. Knowledge of employee engagement methodologies, Continuous Improvement, Lean, Six Sigma or recognised change frameworks would be advantageous, as would experience managing customer-impacting incidents or operational escalations.