Customer Change Lead

Stellify ·www.stellify.io

Location Liverpool, ENG, GB
Work type Hybrid
Salary GBP 70,000 - 75,000 / year
Type Full time
Level Lead
Source Shazamme
Design
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Customer Change Lead (Contract)


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
  • 6-month contract, £70,000 equivalent day rate
  • Monday to Friday
  • Liverpool office, 2 days a week on site


Frequently asked questions

Who is hiring for the Customer Change Lead role?
Stellify is hiring for the Customer Change Lead position, a Shazamme client. Apply directly on the employer's career site.
Where is the Customer Change Lead job located?
The Customer Change Lead role with Stellify is based in Liverpool, GB. The role is hybrid-friendly.
Is the Customer Change Lead role remote?
Yes — the Customer Change Lead position at Stellify is hybrid. Candidates based in GB are preferred.
What does the Customer Change Lead role pay?
Stellify lists the Customer Change Lead role at GBP 70,000–75,000 per year.
Is the Customer Change Lead role full-time or contract?
This is a full time position at Stellify.
What experience level is the Customer Change Lead role?
The Customer Change Lead position is aimed at lead-level candidates.
How do I apply for the Customer Change Lead role at Stellify?
Apply directly on Stellify's career page via the Apply button on this listing. ZammeJobs links straight through to the employer's ATS — no third-party form, no resume database.
Apply direct