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Project Specialist (Contact Centre Transformation)

2400U0
  1. Programme & Project Management
  2. Full-time
  3. 37.5
  4. Three UK
  5. Glasgow

Company Description

Three UK is a big network for the little or life-changing connections that make life richer. Our brand embodies the strength of our network and how we can provide better connectivity every day for every customer.

Three UK was founded in 2003 to challenge the mobile industry, and now covers 99% of the UK outdoor population with its combined 3G and 4G network and carries 28% of mobile data traffic in the country (Enders Analysis). Three has more spectrum exclusively dedicated to 5G than any other UK mobile network, meaning our customers will benefit from an outstanding experience when using the next generation of mobile technology.


Job Description

·       Responsible for chairing, managing, and governing our Change Review Board to ensure Contact Centre operational readiness: including stakeholder engagement, resource allocation, planning, delivery tracking, shrinkage and impact assessment.

·       Responsible for chairing, managing and governing our Delivery Review Meetings to ensure change leads are adhering to programme reporting requirements and to produce regular programme reporting to ensure Stakeholders are aware of progress, risks and issues.

·       Establish strong stakeholder relationships with the wider team and stakeholders across the business including our Contact Centre Partner in India to ensure that all changes are implemented effectively and that benefits are realised.


Qualifications

·       Strong communication and written skills combined with an eye for detail

·       Strong stakeholder management skills with the ability to collaborate with multiple stakeholders including contact centre partners overseas

·       Ability to multi-task and work on multiple complex projects of work

·       Experience of governance of programme/change delivery and/or continuous improvement role

·       Experience in telco/ contact centre operations (preferred)

·       Experience of Asana (preferred)


Additional Information

The role will provide support, reporting and governance across our Services Directorate Change Programme.  Ensuring new change requests are approved and allocated via our change review board and then tracked and reported alongside our priority initiatives through to delivery.  Working closely with stakeholders from across the business, including Go to Market, Partner Managers, Customer Experience and Contact Centre teams. The role is responsible for:

·       Being the front door for any change into our contact centres by chairing and managing the Change Review Board.  

·       Support, track and govern effective delivery of initiatives via our Services Change Programme.

·       Collaboration with stakeholders within all functions to adopt and drive the necessary changes to ways of working and our internal processes.

·       Interface with change leads across the business to ensure alignment and adherence to programme reporting requirements.  

·       Work in partnership with multiple business areas to support local and wider change activity, introducing tools, frameworks, and education to improve quality and efficiency of improvements.

·       Provide regular reporting on Services Change Programme, ensuring all stakeholders are updated on progress, risks and issues

·       Chair and manage programme delivery review meetings, building and maintaining effective team relationships, monitoring progress and resolving/highlighting barriers to delivery.

·       Support, track and govern changes through the designing, documenting, and improving of internal processes and project documentation

·       Driving customer experience, compliance and operational efficiencies through effective change management and continuous improvement.

Our people make us who we are. We’re a diverse and inclusive bunch, and it’s important you can feel you belong here. We value everybody for who they are and what they bring to the table, supporting one another as we continue to deliver for our customers.

With that in mind, if you do not ‘tick every box’ in the job advert above, there are likely other valuable attributes and skills you have that would make you a great addition for the team. So, if you feel this role is for you, then please apply! We are committed to equality in employment and growing a diverse workforce. We embrace those of any race, gender identity, sexual orientation, age, religion, disability, marital status, family status or civil status and we want our teams to reflect this!

We are a Disability Confident Committed Employer. Need any reasonable adjustments? Let us know when you apply so we can support you throughout the interview process.

At Three we have a hybrid working arrangement in place as standard for office based employees, where employees work from a mix of office based location and working from their home in the UK to carry on their role.

Excluding retail, our core hours at Three are between 10:00 and 16:00, with operating hours between 08:00 & 18:30. This allows employees to have a start time between 08:00 and 10:00 and finish time between 16:00 and 18:30.

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We are a business built on people. We work hard to look after our customers and each other. This means fostering a diverse and inclusive culture, as well as providing you with a competitive package of pay and benefits that reward you for your hard work, while supporting your health and wellbeing.

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