Change and Communications Lead

• 12 Month Secondment | Any location | Hybrid Working 
• Lead change that puts people and customers first 
• Deliver impactful communications that enable frontline teams 

We’re looking for an experienced Change and Communications Lead to drive clear, strategic communication and change initiatives that empower our people and elevate the customer experience. This is role is an opportunity to shape how change is embraced and experienced across Customer Service.  

What You’ll Do 

• Design and deliver high-quality change management and communication tools that enable frontline Customer Service teams 

• Translate business strategy into actionable change and communication deliverables 

• Lead strategic and operational communications that align with the broader Customer Service vision 

• Deliver and continuously improve engagement programs, including our Elevate Program, Shine Reward & Recognition, and key Customer Service events 

• Foster a culture of delivery excellence, supporting a high-performing, customer-obsessed mindset 

• Collaborate with internal stakeholders including Customer Experience, Digital, Strategy, Tech & Transformation teams 

What You’ll Bring 

• 5+ years’ experience in Change and Communications roles (desirable) 

• Proven ability to lead change initiatives across customer-facing environments 

• Strong written and verbal communication skills, with a flair for storytelling and strategic messaging 

• Experience with Agile and squad-based ways of working (desirable) 

• Understanding of contact centre operations and customer-focused business models 

• Excellent stakeholder engagement and influencing skills across all levels