Change lead Work, Jobs in Leigh, Gtm (with Salaries)

Head of Customer Service
Stellify —Manchester
- £95,000 a year
- Full-time
- Team management
- Training & development
Quick apply
4d
Executive Director - Transformation and Improvement
Warrington Borough Council —Warrington
- £143,662 a year
- Full-time
- Continuous improvement
11d
Regional Operations Manager
Blue Ribbon —Warrington
- Up to £60,000 a year
- Full-time
- Microsoft Powerpoint
- Microsoft Word
- Continuous improvement
Quick apply
12d
Land Rover Customer Service Manager
Sytner —Knutsford
- Customer service
- Training & development
- Leadership
- Employee discount
6d
Continuous Improvement Lead
Perch Group —Manchester
- £45,000 - £58,000 a year
- Full-time
- Hybrid work
- Analysis skills
- Continuous improvement
- Agile
- Health & wellbeing programme
- Work from home
Quick apply
6d
Director of Customer Experience
Car Benefit Solutions —Bury
- £85,000 - £100,000 a year
- Full-time
- Hybrid work
- Continuous improvement
- AI
- Leadership
- Employee assistance programme
Quick apply
Change Lead
PXC —Salford Quays
- Full-time
- Hybrid work
- SharePoint
- SDLC
- Work from home
Senior Project Manager - Strategic Change
Manchester Airport —Manchester
- Hybrid work
- Project management
- Budgeting
- Free parking
- Employee discount
6d
Assistant Director of Transformation
Warrington Borough Council —Warrington
- £85,782 - £91,758 a year
- Full-time
- Team management
- Leadership
13d
Deputy Director - Learning, Organisation Development and Reward
University of Salford —Salford
- Full-time
- University
- Human resources
- Training & development
- Employee assistance programme
Branch Manager – Professional House Share & Corporate Lets
Mistoria house Share —Bolton
- Up to £32,000 a year
- Full-time
- Business development
- Team management
- Contracts
- Free parking
- Sick pay
Quick apply
4d
Leader and Cabinet Support Office Manager
Liverpool City Council —Liverpool
- £53,051 - £58,543 a year
- Research
- Continuous improvement
- Team management
- Employee assistance programme
Quality Assurance Lead - Senior Vice President, Sanctions Team
The Bank of New York Mellon Corporation —Manchester
- Full-time
- Bachelor's degree
- Training & development
- AI
Team Leader - Days
Kraft Heinz Company —Wigan
- Continuous improvement
- Quality control
Senior Customer Contact Centre Manager
IAG Loyalty —Warrington
- Full-time
- Team management
- Leadership
5d
Head of Operations
Down Syndrome Cheshire —Northwich
- £33,000 - £38,000 a year
- Weekend availability
- Writing skills
- Continuous improvement
- No degree
- Flexitime
Quick apply
7d
Assistant Director – Regional - North West
Homes England —Liverpool
- £85,862 - £100,140 a year
- Full-time
- Hybrid work
- Presentation skills
- Travel
- Leadership
- Annual leave
- Employee assistance programme
2d
Service Improvement Project Lead (PMO)
GMCA —Manchester
- £54,495 - £59,113 a year
- Hybrid work
- Analysis skills
- Continuous improvement
- Communication skills
Company Secretary
EG On The Move Ltd —Blackburn
- £90,000 - £110,000 a year
- 8 hour shift
- Continuous improvement
- Free parking
- Annual leave
Quick apply
5d
Assistant Director (Place Directorate) x 2
GMCA —Manchester
- £73,896 - £82,840 a year
- Hybrid work
- In-person
- Leadership
- Communication skills

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Head of Customer Service

Stellify
Manchester

Quick apply

Job details

Full-time
£95,000 a year
4 days ago

Qualifications

Operations management
Process improvement
Complaint handling
Performance management
Change management
Continuous improvement cycles oversight
Team management
Change leadership
Customer interaction
Training & development
Root cause analysis
Operations leadership experience

Full job description

Head of Customer Service

Greater Manchester (office based, full time) · £95,000 + benefits

Run the customer service operation for a high-volume competitive consumer retailer. 80+ people across in-house teams and outsourced partners, and a wide range making up the customer base.

The contact profile is broad. Order and delivery questions at volume, returns and refunds, complaints that carry a regulated process and formal deadlines, and queries on products sold by partner brands. Volumes swing hard through peak trading, add all this into a very competitive sector and service has to be flawless.

There is change happening across the business. New technology, a customer function being redesigned, and work underway on how much of the operation sits with outsourced partners. This role plays a part in the delivery of all of it. What it is measured on is the day to day: how fast customers get an answer, how well the operation runs, what it costs, the culture in the teams, and what customers say afterwards.

What you'll own

Day to day performance of the contact centre across 80+ people: speed of answer, resolution, quality, cost to serve
What customers tell you, what it means, and getting the causes fixed with the teams that create them
The culture on the floor: the standard your managers hold, how people are coached, whether good people stay
The outsourced partner relationships: performance, quality, commercials, and a consistent experience whoever the customer reaches
Efficiency: forecasting and scheduling through peak, contact reduction, and the balance between automated and human channels
The structure underneath you and the capability of the managers in it

You'll report to the Customer Experience Director as their number 2. They hold the wider experience and commercial agenda. You hold and stabalise the operation, with the room to run it your way, and involvement in some of the change work wherever it touches service.

The first 12 months

Get hold of the operation and steady the contact types that are costing the business trust. Put measures in place that tell you the truth about performance week to week. Lift the standard of the management layer through investement into cross-training, performance management and upskilling all roles from complaints through to senior managers.

Our ideal applicant

A service leader who has run a contact centre of similar scale and challange: forecasting, scheduling, quality frameworks, and what moves the numbers week to week
Has managed outsourced partners on performance, quality and the commercial conversation
Comfortable with a mixed contact profile, transactional order queries at volume alongside complaints that carry a regulated process
Builds culture deliberately: coaches managers, holds a standard, and keeps good people in the building
Runs on numbers and can talk to cost to serve, contact rate and what poor service costs the business
Steady in a business that is changing around them, and clear on what service needs to stay solid while it does
A leader who has held consistency of role and lead service delivery through various sizes of teams is crucial for this role

The package

£95,000 base salary
Full time, office based in Greater Manchester
Benefits detail shared on application

All applications are handled confidentially by Stellify.

Quick apply

Refine Your Search

change lead jobs in leigh, gtm

Head of Customer Service

Executive Director - Transformation and Improvement

Regional Operations Manager

Land Rover Customer Service Manager

Continuous Improvement Lead

Director of Customer Experience

Change Lead

Senior Project Manager - Strategic Change

Assistant Director of Transformation

Deputy Director - Learning, Organisation Development and Reward

Branch Manager – Professional House Share & Corporate Lets

Leader and Cabinet Support Office Manager

Quality Assurance Lead - Senior Vice President, Sanctions Team

Team Leader - Days

Senior Customer Contact Centre Manager

Head of Operations

Assistant Director – Regional - North West

Service Improvement Project Lead (PMO)

Company Secretary

Assistant Director (Place Directorate) x 2

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