Business Change Manager - 25932
1
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.
• 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 freya.chappell@environment-agency.gov.uk
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
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
22/03/2023, 23:55 hours
Basic Check
Manages Change
Description: Understands role in leading change. Successfully leads change in own team.
Application question: Tell us about a time when you have successfully managed a change that affected your team or customers
Application question: Tell us about a time when you have successfully managed a change that affected your team or customers
Leads People
Description: Provides leadership that inspires and motivates others to achieve their personal goals and the goals of the Environment Agency
Application question: Describe how you have engaged and inspired a team to deliver in challenging circumstances
Application question: Describe how you have engaged and inspired a team to deliver in challenging circumstances
Influences and Persuades Others
Description: Presenting a case in a convincing and attractive way that will win people over, encouraging them to follow plans willingly; often succeeding where logic and reason alone would fail.
Application question: Tell us about a time when you have planned and prepared influencing strategies for key players and/ or stakeholders.
Application question: Tell us about a time when you have planned and prepared influencing strategies for key players and/ or stakeholders.
Focuses on Customers and Partners
Description: Addresses the needs of internal and external customers, provides rapid and effective responses
Application question: Tell us about a time when you have improved a service or process for internal or external customers
Application question: Tell us about a time when you have improved a service or process for internal or external customers
If you are applying from the Civil Service please note that the Environment Agency is not a part of HM Civil Service and you would not be a Crown Servant in the event of being appointed. Therefore, you will not be eligible for continuous service. For applicants who currently work in local government or other bodies listed in the Redundancy Payments (Continuity of Employment in Local Government etc) (Modification) Order 1999, you may be eligible for continuous service for the purpose of calculating any future redundancy payment. If you are unsure of your status then you should contact your own HR Team.
We are fully committed to having a diverse and inclusive workforce to reflect the communities we serve. We welcome flexible working patterns for all our vacancies, including job share, so please include clearly any information regarding your preferred working arrangements on your application.
We also have a Guaranteed Interview Policy to support those with a disability who are seeking employment. We have committed to guaranteeing an interview to anyone with a disability whose application meets the minimum criteria for the post.
The Environment Agency, as a Non-Departmental Public Body, is committed to providing value for money and utilises Central Government frameworks and contracts for all external recruitment needs. For this reason, we are unable to engage with the market directly through post, email or phone calls . Should you wish to become a support supplier on one of these frameworks or contracts please visit https://www.gov.uk/government/publications/become-a-crown-commercial-service-supplier/becoming-a-supplier-through-the-crown-commercial-service-what-you-need-to-know for more information.
We are fully committed to having a diverse and inclusive workforce to reflect the communities we serve. We welcome flexible working patterns for all our vacancies, including job share, so please include clearly any information regarding your preferred working arrangements on your application.
We also have a Guaranteed Interview Policy to support those with a disability who are seeking employment. We have committed to guaranteeing an interview to anyone with a disability whose application meets the minimum criteria for the post.
The Environment Agency, as a Non-Departmental Public Body, is committed to providing value for money and utilises Central Government frameworks and contracts for all external recruitment needs. For this reason, we are unable to engage with the market directly through post, email or phone calls . Should you wish to become a support supplier on one of these frameworks or contracts please visit https://www.gov.uk/government/publications/become-a-crown-commercial-service-supplier/becoming-a-supplier-through-the-crown-commercial-service-what-you-need-to-know for more information.
This Vacancy is closed to applications.