Contact Centre Change Delivery Lead
| Posting date: | 02 September 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Competitive |
| Hours: | Full time |
| Closing date: | 02 October 2025 |
| Location: | Manchester, M1 3BG |
| Company: | inploi |
| Job type: | Permanent |
| Job reference: | 75733266 |
Summary
At Transport for Greater Manchester, we’re on a mission to make travel seamless, safe, affordable, and sustainable for everyone. Our Contact Centre is at the heart of this ambitionand we’re about to reimagine it. We're launching a bold, people-first transformation programme that will modernise our technology, streamline processes, and reshape culture to deliver smarter, faster, and more connected customer experiences. Could you be the person we’re looking for in this high-impact role with the opportunity to influence how we serve our customers for years to come?
Your Role
This is a unique opportunity to lead a bold transformation of our customer contact centre. You’ll shape and deliver a future-ready strategy that integrates voice, digital, and self-service channels, all driven by customer insight. From designing new operating models to deploying a cutting-edge platform while managing continuous improvement of the current system, you’ll oversee every aspect of programme delivery. You’ll inspire cultural change, build capability across teams, and ensure seamless stakeholder engagement. You’ll drive innovation, performance, and valuemaking a lasting impact on how we serve our customers.
For more info see Job Profile below.
Who are we?
Transport for Greater Manchester is here to connect people and places, improving lives through better transport. Our Customer team is central to this; we champion brilliant experiences at every touchpoint. From handling queries and complaints to processing concessionary passes, providing travel information, and uncovering customer insights, the team ensures every journey is supported. By understanding what matters most to our customers, we help shape services and drive improvements across the organisation.
What you’ll bring
What you do and how you do it is important whatever type of role you work in at TfGM and even small behaviours and actions can have a really big impact. At TfGM, our behaviours bring to life our values of Deliver, Care and Adapt.
You will have experience leading large scale transformation preferably in a contact centre or customer service setting. Experience of stakeholder engagement at all levels is essential to the success of this role. Ideal candidates will have managed multi-million pound budgets for change programmes and be able to ensure value for money, manage risk and report on progress effectively.
What we can offer you
This is a fantastic opportunity to use your skills and experience to shape and deliver a transformation that will make a real difference to both customers and colleagues at Transport for Greater Manchester. You’ll work cross-functionally, collaborating with passionate teams across the organisation to bring bold ideas to life. We’re an ambitious organisation with a strong track recordwhether it’s bringing buses back under local control, setting new records on Metrolink, or launching Tap & Go across bus and tram. Join us and be part of something that’s changing the way Greater Manchester moves.
This is a fixed term role for 2 years and comes with a salary of £57,770 - £65,024 per annum depending on experience.
At TfGM we encourage candidates to discuss flexible working options at any stage of the recruitment process. We are happy to #talkflexibleworking to help colleagues maintain a healthy work life balance.
Our benefits include:
- Generous annual leave starting at 28 days (plus bank holidays), increasing with service, with options to buy more.
- Free travel on buses across Greater Manchester, plus rail or Metrolink travel to and from work.
- Local Government defined pension scheme with life cover of 3x salary and options to boost your contributions.
- Enhanced family-friendly leave policies, including those supporting fertility treatment, alongside flexible and hybrid working and a special leave policy to support a range of unexpected events. Please note that qualification criteria may apply, including a requirement to have been employed with the organisation for a minimum specified period of time.
- Discover more benefits including wellbeing support, Personal and Career Development, Flexible working, financial support and more on our website
What's next?
If you believe you have the skills and experience required, we’d really like to hear from you. When completing your application, please ensure that you provide clear examples against the criteria questions, all appointments will be based on merit.
If you have completed the GM Elevate (Leadership Development) Programme, please indicate this within the ‘About You’ or ‘Supporting Statement’ section of your application?
We embrace AI to enhance our operations and to innovate our services. However, we value human talent and are looking for passionate individuals to join our organisation. Please ensure you personally complete your application and read all the instructions carefully to maximise your chances of success.
Applications that rely too heavily on AI may be rejected during shortlisting, however we understand that AI may be used as a reasonable adjustment, if using AI to support your application, please give a brief explanation why to help ensure fair selection process.
TfGM is proud to be an equal opportunities employer that encourages and celebrates diversity. We want to recruit and retain a workforce that reflects the communities we serve and welcome individuals from all backgrounds by committing to providing a fully inclusive and accessible recruitment process. We will offer support and reasonable adjustments if required and we also have a Guaranteed Assessment Scheme which you can find out more information on here.
For this opportunity, you must be able to prove you have the right to work in the UK - if in doubt please visit the following link Employers' right to work checklist - GOV.UK (www.gov.uk). Please note we are not a licensed sponsor.
Please note we may close the advert early if we receive a high volume of applications.
NOTE TO AGENCIES we will be accepting direct applications only for this role. No fee will be paid if a candidate is hired for this position as a result of an unsolicited agency or search firm referral CV.
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