Customer Contact Lead, Project and Change

Job Type Call Centres
Region London
Northern England
Scotland
Location Didsbury
Hamilton
Victoria
Preferred Hours Full Time
Partnership Level
07
Closing Date 20/1/2019
Vacancy Type
Permanent
Salary £39,500 - £55,000
Salary Frequency per annum
Hours of Work
Full time:
Monday to Friday
09:00 - 17:30
35 hours per week

Please note, this role requires substantial travel between our Contact Centres in Didsbury and Hamilton and John Lewis Head Office in Victoria, London.

This is a Victoria based role, therefore the successful candidate must be able to work from London 3 days a week minimum. The remaining 2 days can be based at either Didsbury or Hamilton. Alternatively, the role can be based in Victoria 5 days a week with travel to the Contact Centres as required. To be discussed further at assessment.

Duties & Responsibilities

This a varied role where numerous elements of change need to be managed simultaneously. The role plays an important part in central projects representing the Contact Centres (JL Contact Centres and Outsource Contact Centres) and also needs to be able to organise and execute Customer Contact driven change as well. Project Management skills are essential in enabling full involvement in the Project outcomes and adopting best practices for change in Customer Contact.

Act as the primary point of contact between the Contact Handling business unit and JL Partnership Programmes / Projects. Responsible for providing functional expertise to other areas of the business, helping to shape requirements and support the successful delivery into operational areas with minimum disruption. Provide support and recommendations for this change activity in respect of planning activities and managing deployment into the business. Scopes ideas/briefs set out by the Change and Strategy Manager to support development of the Customer Contact Strategy.

Job Requirements

Job Requirements include, but are not limited to:

Project Management
- Represents Contact Centres in central projects, acting as the Contact Centre Lead on behalf of the operations.

Stakeholder Management
- Develops and maintain effective communication channels with peers and stakeholders to ensure engagement, support and delivery of the project/change outcomes.

Change Management
- Supports project teams with our change process ensuring it is understood and adhered to.

Please see attached job description for full requirements.

Required essential experience skills and qualifications

- Experience working in a Contact Centre environment
- Experience within project environments, or having delivered change within BAU roles
- Working towards professional Project Management qualification or Change Management
- Experience managing stakeholders consisting of internal and external resources

Required desirable experience skills and qualifications

Please consider the following when making your application:
- We reserve the right to close vacancies early in light of a large response
- Save a copy of the job description now if you require it
- Ensure you have an up-to-date CV, including all skills and experience.

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