About this role

This role supports the Openreach Customer Service organisation which sits within the Service Delivery business unit and which is critical to the success of Openreach’s overall strategy. In a rapidly changing world, our customers have become more sensitive than ever to the performance of their broadband, which is now seen as an essential ‘always on’ service. Today, they expect better service that’s both fast and reliable – and they’re more likely to report faults. Our Customer Service organisation is focussed on ensuring that all service interactions are delivered as effectively, as seamlessly and as brilliantly as possible so that our customers – both Communication Providers and the end customers they represent -  stay loyal to us.

Customer Service is always evolving and improving, and this role plays a critical part in ensuring the success of this, through coordinating a single view of all change activity and ensuring this change is successfully delivered through impact assessment, risk management and ‘telling the story’, ultimately improving the customer experience. 

This role is also responsible for managing specific projects which drive service improvement and efficiency, and which align to our strategy. This would include working with a broad range of commercial, technical, and operational stakeholders across Service Delivery, wider Openreach and our Technology partners. 

You'll have the following responsibilities

Be the ‘go to’ person for the wider Customer Service team for an overall view of all change activity and impacts.

Lead the overall governance of change in Customer Service through gating initiatives and creating one clear change plan timelining initiatives and impacts on functions within Customer Service.

Ensuring project control documents including action logs and risk and issue documentation are kept up to date.

Ensuring the benefits of all changes are properly articulated, logged, sized and validated (and de-duplicated where needed).

Reviewing actual benefits delivery regularly in order to call out potential risks to the plan or over-delivery opportunity, and ensuring these benefits are baked into our financial forecast plans, when it’s appropriate to do so.

‘Telling the story’ of overall change impacting upon Customer Service, to a wide variety of stakeholders including the Senior Leadership Team, Operational Leaders and Finance, ensuring risks and opportunities are clear and understood. Understanding the right way to frame the story and benefits for different audiences, in particular for the wide range of CPs we look after.

Understanding future and inflight change programmes across wider Openreach Service Delivery, to identify synergies, risks and opportunities to the Customer Service organisation.

Owns specific/defined projects to support the delivery of service improvement initiatives for Customer Service, enabling performance improvement, and improved customer experience for our end customers, CPs and our frontline customer service agents.

You'll have the following skills & experience

Experience in a PMO or similar role, heavily connected to change management.

Ability to co-ordinate wide-ranging stakeholders and foster energy and input into the governance process.

Methodical and structured approach with first class organisational skills.

Strong analytical/reasoning skills – able to check and challenge benefit calculations and tracking to ensure robustness.

Excellent written and verbal communication skills, including PowerPoint and presentation skills.

Resilience in a fast paced environment and  quick to adapt to change.

Experience of managing projects in a fast-paced environment including cultural, system, process and people impacts.

Experience of the telecoms industry would be beneficial.