Estate Change Specialist

Estate Change Specialist

Location: Newbury or Stoke + (*Hybrid/*Homebased Working) Salary: Excellent basic salary plus bonus and Three benefits Working Hours: Full time 37.5 hours per week – Monday to Friday – core hours between 10.00am and 4.00pm} Duration: Permanent

We’re creating something special. We are joining forces to create the biggest mobile network provider in the UK. Through our collective strengths and talents, we will transform customers’ experience and create a best-in-class network for coverage, connectivity, and reliability, delivering greater value and more choice for the nation than ever before.

This role manages the execution of contact centre transformation for [Employer hidden — view at passion-project.co.uk], overseeing partner onboarding and exit strategies. It coordinates campaign lifecycle activities, including launches, closures, and consolidations, as well as technology and connectivity changes. Collaboration with stakeholders across the business ensures effective delivery and alignment with overall strategy.

What you'll do

• Execute change within the contact centre estate, ensuring operational alignment with business objectives
• Coordinate the onboarding of new contact centre partners and exit of existing ones in line with evolving channel strategy
• Lead the launch, closure, and consolidation of campaigns to maximise operational efficiency and customer impact
• Oversee the implementation of technology and connectivity changes that affect assisted channels
• Work cross-functionally with stakeholders across Property, Technology, Operations, and Channel teams to ensure seamless change implementation
• Maintain visibility and accountability for end-to-end delivery across all contact centre change initiatives
• Support Partner Contract Change and RFP strategy.

Qualifications

Who you are

• Understanding of change management principles, including stakeholder engagement, risk mitigation, and business readiness planning
• Experience managing transitions with outsourced or third-party contact centre partners, including onboarding, knowledge transfer, and exit planning
• Ability to coordinate cross-functional teams to ensure timely and effective campaign delivery aligned with goals
• Understanding of infrastructure dependencies and ability to liaise with IT and network teams to ensure seamless implementation
• Strong communication and relationship-building skills to work with stakeholders across multiple functions