Customer contact centre change delivery lead

Customer Contact Centre Change Delivery Lead Salary: £57,500 - £65,000 per annum Location: Manchester City Centre (Hybrid - 2 days in the office per week) Initial 24 month project with a variety of fantastic benefits.

Are you ready to lead a major transformation and shape the future of customer service? We're looking for an experienced leader to deliver a cutting-edge transformation programme for our Customer Contact Centre. This is your chance to drive cultural, behavioural, and technical change while modernising customer experience and enhancing digital capabilities.

• Develop and own the end-to-end contact centre transformation strategy aligned with customer needs and business goals.
• Lead the redesign of processes, technology, and people structures to create a future-ready, customer-centric contact centre.
• Oversee the implementation of innovative solutions like cloud telephony, AI chatbots, CRM integration, and omnichannel platforms.
• Drive cultural change to support digital adoption, continuous improvement, and workforce empowerment.
• Collaborate with stakeholders across departments to ensure seamless delivery and measurable impact.
• Manage budgets up to £5m, ensuring value for public money through robust governance and reporting frameworks.

• Proven track record of leading large-scale contact centre or customer service transformations.
• Expertise in modernising customer contact channels including digital, voice, AI, and self-service technologies.
• Strong leadership skills with experience influencing at senior levels and driving organisational change.
• Deep understanding of contact centre technologies such as CRM systems, analytics tools, and omnichannel platforms.
• Ability to use customer data and insights to improve service delivery and performance.

This is a unique opportunity to make a real impact on how we serve our customers while working in a dynamic environment that values innovation and collaboration.

Apply now to join us in shaping the future of customer service in Manchester!

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates.

Contract Type: Permanent

Specialism: Business Support

Focus: Customer Service

Industry: Call Centre and Customer Service

Workplace Type: Hybrid

Experience Level: Mid Management

Location: City Of Manchester

Salary: £57,500 - £65,000 per annum