Change Specialist (Customer Services)
Dorking

About the Role

We are looking for an experienced Change Specialist with a strong contact centre customer services background for our Global client.

Role will be 3 days working from the office based in Dorking, Surrey and 2 days working from home.

This is an excellent opportunity to work for a leading brand in their field and play a key part in their continued growth.

The Successful Candidate must have experience of supporting and leading activities to improve business operations, making decisions that benefit the customer and business.

Role Responsibilities:

  • Partner with a diverse group of colleagues across geographies and time-zones to inspire change.
  • Become an authority in our systems and processes, focusing on listening to those that use them everyday.
  • Coordinate feedback to design system, process and policy changes that improve the business.
  • Coordinate projects into clear stages and supervise/manage progress against the plan.
  • Handle user acceptance testing of projects pre-launch and hyper-care post-launch.
  • Take successful pilot projects and roll them out to other teams.
  • Communicate all changes to internal/external customers in a timely manner to ensure vital change.
  • Detail all policies & processes and run training sessions as necessary – before and after any projects/change.
  • Supervise the outcomes of projects completed, and prioritise new projects using data/insights.


Experience Required:

  • Experience in a customer service role, handling sales/service enquiries across multiple channels.
  • Evidence of having played an active role in supporting successful change in a previous role.
  • Able to work flexibly & effectively with colleagues & managers across time-zones, cultures, geographies.
  • Confidence to run team meetings and requirements-gathering sessions, both remotely and in-person.
  • Strong influencing skills - able to remain confident, collaborative and resilient when facing resistance to change.
  • Basic project management skills.
  • Strong oral/written communication & presentation skills.
  • High levels of Organisation with great attention to detail.
  • Committed to delivering great service. 
  • Working knowledge of key business systems (e.g. Salesforce & Oracle) at a user level.

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