Customer Service Change Manager

Belgrade

Hyperoptic is the largest 1 Gig residential broadband provider in the UK. Over the past 5 years we’ve grown from a small team of people with a simple idea, to a larger group of people executing the idea with a simple focus – efficiently bringing 1 Gig broadband to urban areas across the UK.

As we continue to evolve our strategy we are looking for people who believe in responsibility, intelligence, zeal, and excellence. If you’re looking for an exciting challenge that is rewarding and enjoyable then read on….

The mission

Hyperoptic is more than just an internet service provider; it also installs its own fibre infrastructure into multi-occupancy buildings, bringing the UK’s fastest internet speeds to users. Your mission will be to ensure that all the needs for changes in Customer Service (CS) department driven by company programmes, projects and initiatives are identified and well understood enabling minimal CS employee resistance and maximal engagement with the changes. The role holder is responsible for driving CS requirements into the company programmes, projects and initiatives to enable the department’s respective future changes. The role holder is responsible for driving and participating in the needed CS internal changes in training, processes, practices, systems, structure and culture. The role holder is responsible for meeting all the CS-related and CS-dependent objectives of company programmes, projects and initiatives.

Reporting Line

Reporting to Customer service operations manager

Responsibilities and duties will include:

• Act as a principal CS contact and SME for all the company programmes, projects and initiatives.
• Represent CS in all the conference calls and other cadence meetings related to the company programmes, projects and initiatives
• Keep the records up to date with any change that takes place
• Identify and drive to execution all the CS requirements in company programmes, projects and initiatives to enable the needed CS changes
• Identify all the CS changes required by the company programmes, projects and initiatives
• Develop and coordinate the execution of CS change management plans (CS training, process, practices, systems, structure and culture) working together with CS operational leadership and ensuring seamless transition of the required changes into “business as usual”
• Obtain stakeholders’ buy in and support for the adjustments required to the needed CS changes
• Ensure that the CS-related and CS-dependent objectives of the company programmes, projects and initiatives are met
• Reference: 9GrgbAL408sDGxbsKjAjrECblPIStr2cwhH8Nwd5aBk.

Candidate profile:

• 2+ years of relevant experience in customer service and/or operations environment
• Outstanding English both written and verbal
• Advanced MS Office package user
• Knowledge of customer service organization’s processes and practices
• Understanding of the change process and human behaviour during the change process
• Knowledge of change management principles, methodologies and tools
• Familiarity with project management approaches, tools and phase of the project lifecycles
• Good organizational skills and ability to work independently
• Root cause analysis skills and problem solving mindset
• Risk management
• Flexible and adaptable; able to work in ambiguous situations
• Team player with collaborative approach
• Ability to clearly articulate messages to a variety of audiences

Hyper Standard: RIZE Values

The role will be based in Belgrade. The successful candidate will be offered a monthly salary and participation in a company incentive scheme.

If this role is of interest and you believe you’ve got what it takes to be a part of a fast-paced and energetic business, we’d love to hear from you. Please send your CV electronically.

Deadline for applications: 20.12.2018.

·         Act as a principal CS contact and SME for all the company programmes, projects and initiatives.

·         Represent CS in all the conference calls and other cadence meetings related to the company programmes, projects and initiatives

·         Keep the records up to date with any change that takes place

·         Identify and drive to execution all the CS requirements in company programmes, projects and initiatives to enable the needed CS changes

·         Identify all the CS changes required by the company programmes, projects and initiatives

·         Develop and coordinate the execution of CS change management plans (CS training, process, practices, systems, structure and culture) working together with CS operational leadership and ensuring seamless transition of the required changes into “business as usual”

·         Obtain stakeholders’ buy in and support for the adjustments required to the needed CS changes

·         Ensure that the CS-related and CS-dependent objectives of the company programmes, projects and initiatives are met