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Senior Service Strategy & Transformation Manager

2400UH
  1. Sales
  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

  • Drive the development of the long-range strategy for the service directorate, using insight analysis of operational KPIs.
  • Support the definition and delivery of the infrastructure strategy to underpin the contact centre strategy.
  • Deliver all major transformational programs of change into the service directorate.
  • Deliver transformational activity across people, tools, process and technology to support the service strategy.
  • Develop and maintain a single view of all change implemented across the contact centre (Sales & Service), acting as a gatekeeper to new requests from multiple sources, assessing impacts, facilitating prioritisation, and effectively managing capacity and allocating resource to ensure timely delivery.Scan the external market for best practice on contact centre of the future.
  • Produce and maintain the change roadmap for the service directorate.
  • Facilitate prioritisation decisions in line with strategic goals.
  • Ensure effective validation of change requests into the contact centre, and effectively manage the capacity for change to minimise impact to our people and the customer, whilst supporting the commercial strategy.
  • Work hand in hand with operational leads to define new and improved ways of working and selling to our customers while maintaining an excellent customer experience. 
  • Build collaborative and supportive relationships with a wide range of business teams and stakeholders.
  • Develop strategic opportunities and ensure appropriate impact assessment to support decision making.

Qualifications

  • Experience in similar strategic and transformational roles, setting vision and influencing change. 
  • Strong analytical and planning skills.
  • Experience in developing and implementing change framework and governance.
  • Appreciation of the customer, both consumer & business, their needs and how to meet them creatively. 
  • Proven leadership and team working skills with ability to develop and motivate a high-performance culture. 
  • Strong interpersonal, networking, negotiation, influencing, and communication skills are essential with evidence of a proactive approach and creditable outcomes. 
  • Experience in managing relationships with senior stakeholders, in an environment where there may be conflicting priorities.
  • Strategic awareness, ability to influence and shape both the medium and longer-term strategy of the business. 
  • This role requires a strategic thinker with the ability to convert strategy into operational execution. 

 


Additional Information

  • The salary range for this role starts at £53,760, the exact salary will differ by job and experience.
  • A car allowance, a performance based annual bonus & an additional 'flexible allowance' to spend on additional benefits, topping up your pension, or to be added to your salary.
  • Hybrid working between your home (2-3 days a week) and either our brand new Reading HQ office at Green Park or our Glasgow office in the city centre.
  • 28 days annual leave + 8 bank holidays + 3 personal days annually, which increases with length of service.
  • Private Medical Insurance, Life Assurance and Income Protection.
  • Free mobile phone package & unlimited sim-card
  • Free on-site car parking 
  • Plus lots more including wellbeing and learning & development benefits!

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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