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Yorkshire and the Humber

Sheffield

Quadrant Two

Staff Grade 6

Permanent

Full Time, Part Time, Part Time/Job Share

Contact Centre

£47,646

This is an exciting opportunity to take on the role of Business Change Manager in Contact Centre Services (CCS). You will be responsible for leading all of CCS through transition and transformation of existing services and the implementation of any new services. A key role in the CCS team, you’ll work with the leadership teams, ensuring frontline and supporting teams are prepared for new ways of working. You will manage a small team of business analysts and be our focal point for driving efficiency in our services, with our team and our customers being at the heart of what we do, helping them to protect and improve the environment. You’ll provide leadership that inspires and motivates your team and others to achieve their personal goals and vision of the Environment Agency. We’re looking for a motivated and customer focused person who is experienced in managing change, risk, working with a diverse range of stakeholders and influencing both individuals and teams.

Contact Centre Services is a diverse, vibrant and friendly team which handle over 500,000 customer interactions every year. There’s our Operations team including the National Customer Contact Centre and the Incident Communications Service (24x7 365 days) and our Business and Customer team, who support the running of Operations, deliver change and champion the customer for the organisation. You will part of the CCS Leadership team, contributing to making CCS a great place to work.

You will be:

• customer focused, with excellent interpersonal and influencing skills.
• able to utilise appropriate styles and approaches to secure the actions of others.
• able to prioritise and organise resources to ensure timely delivery of results.

You have experience of:

• successfully leading multi-skilled teams in a complex work environment.
• developing and delivering business changes that embrace new ways of working and technology that evolve your service, are cost effective and meet a range of customer needs.
• continuous improvement and championing improvements and efficiencies.
• leading and managing people, demonstrating an ability to motivate and inspire people to deliver through times of change.

If you want to know more please contact Freya Chappell at [email protected]

The Environment Agency is fully committed to having an inclusive workforce to reflect the communities we serve. We welcome flexible working patterns for all our vacancies, including job share. Contact Centre Services work from two sites, Sheffield and Rotherham and support a hybrid working model with a mix of home and office working