Change Implementation & Engagement Manager

As Customer Care Change Implementation & Engagement Manager (12 month fixed term contract) you will play a pivotal role in shaping the colleague experience and driving the successful delivery of change across our Customer Care Centre operation. Working at the heart of the business, you will lead the engagement, communication and change management strategy, ensuring colleagues feel informed, supported and motivated through periods of transformation. Through building a positive, inclusive and high-performing culture, you will help create an environment where colleagues can thrive while continuing to deliver exceptional service to our customers.

Acting as the key link between Customer Care Operations, Service Design and Change teams, you will ensure operational needs are represented throughout the development and implementation of new initiatives, and that change is effectively embedded into day-to-day operations. You will also serve as the operational lead for customer-impacting incidents and business-critical issues, coordinating responses, communications and stakeholder engagement across a wide range of functions. This is a highly visible role requiring strong collaboration, influence and leadership skills to drive operational excellence, colleague engagement and positive customer outcomes.

• Develop and deliver the Customer Care Centre colleague engagement strategy, creating a culture where colleagues feel informed, valued, connected and motivated to perform at their best.
• Use colleague feedback, engagement data and operational insights to identify trends, enhance the colleague experience and drive continuous improvement initiatives.
• Partner with Customer Experience Managers and Team Leaders to successfully implement engagement activities and ensure consistent communication across operational teams.
• Lead and support the planning, communication and implementation of business change, ensuring colleagues are engaged, supported and equipped throughout the change journey.
• Act as the key operational link between Customer Care Operations and Service Design, Change and Transformation teams, representing operational requirements and colleague impacts.
• Support the delivery of new processes, systems and services by coordinating operational readiness activities and ensuring changes are effectively embedded into everyday ways of working.
• Identify, assess and manage operational risks associated with change programmes, providing recommendations to minimise disruption and maximise adoption.
• Coordinate operational responses and communications for customer-impacting events, service issues and business-critical incidents to protect customer experience and business performance.
• Build strong, collaborative relationships with stakeholders across Retail Operations, Supply Chain, Customer Experience, Carriers and other key business functions.
• Provide regular reporting, insights and recommendations to operational leadership teams, using data and feedback to influence decision-making and improve colleague and customer outcomes., At Dunelm, we love every aspect of the design process. We’re continually researching new developments in packaging, materials and production methods, tapping into new data insights and keeping track of changing lifestyle trends. We’re hugely collaborative in the way we work. Together, the teams here have a direct impact on our success, creating amazing products that drive sales and delight our customers, as well as providing direction for our wide and varied range of brands. Please accept Functional Cookies to view this content Please accept Functional Cookies to view this content, We want you to get as much out of working with us as possible. That’s why we’ll do everything we can to engage you in the process of learning, and encourage you to explore new opportunities around your particular skills and interests. For you, this includes: Housewarming & Settling In where you can find out more about the wider business, our culture, behaviours, networks and wellbeing support Thrive, our learning and skills platform which gives you a blended, bite-sized, social learning experience with learning relevant to your role Our Enterprise Leadership Programme designed specifically for our strong growth potential Heads of Department to help them reach the next level in their career Our INSPIRE Programme designed for our strong growth potential senior managers across the business to enhance their leadership capability Our EXPLORE Programme designed to prepare our next generation of Line Managers Personal Effectiveness workshops and self-led learning, also delivered through Thrive Apprenticeships opportunities relevant to your role - from level 2 (equivalent to GCSE) through to Level 7 (equivalent to Masters) Colleague Development Fund to support colleagues in accessing external training relevant to your role Coaching and mentoring to support you in your current role and help you prepare for the next Functional academies that offer training to support you in the technical aspects of your role Self-awareness tools to help you understand what really matters to you, and where your own talents and ambitions lie Progress conversations that reflect on how you’re doing and define your focus areas for the coming months Career conversations that explore what you want from your career, in light of your current capabilities, potential and future aspirations

• Proven experience developing and delivering colleague engagement, communication or culture initiatives that drive positive business outcomes.
• Strong understanding of change management principles, with the ability to successfully support colleagues through periods of transformation and organisational change.
• Excellent stakeholder management and influencing skills, with the confidence to build trusted relationships across multiple business functions and levels.
• Outstanding written and verbal communication skills, with the ability to tailor messaging to different audiences and translate complex information into clear, engaging communications.
• Strong organisational and project coordination capabilities, with the ability to manage multiple priorities and deliver results in a fast-paced environment.
• Analytical and data-driven, with experience interpreting feedback, engagement metrics and operational performance data to identify trends and make informed recommendations.
• A customer-focused mindset, with a passion for delivering exceptional experiences for both customers and colleagues while driving operational excellence.
• Strong problem-solving and decision-making skills, with the ability to assess situations quickly, manage risk and coordinate effective solutions.
• Experience gained within a customer contact centre, customer service or operational environment, with a good understanding of the challenges and opportunities within customer-facing operations.
• Experience supporting business transformation, service improvement or operational change programmes. Knowledge of employee engagement methodologies, Continuous Improvement, Lean, Six Sigma or recognised change frameworks would be advantageous, as would experience managing customer-impacting incidents or operational escalations.

Along with competitive rates of pay, we offer a range of other great benefits to help you make your money go further.

Salary Advance so you can access up to 50% of the money you’ve earned during the month, rather than having to wait until pay day

Instant discounts with a range of other companies to help you stretch your budget

Pension contributions to help you save for your retirement

ShareSave scheme that enables you to save monthly and buy Dunelm shares at a discounted rate, building up your investments for a rainy day

Continuous training and coaching to ensure you feel confident in your current role and ready for any new challenges

Access to wellbeing support as and when you need it, including an online GP for you and your immediate family

Colleague networks that give everyone a voice and create an environment where we all feel at home

Outstanding development opportunities and all the support you need to grow your career the way you want

28 days annual holiday plus your birthday off to celebrate, and another day when you move home, so you can get settled in

Generous discounts on all our own products, in-store and online to help you make your house a home

Cycle to work scheme to help you keep your fitness up and your travel costs down

Charity day off (paid, of course) so you can volunteer for a charity that matters to you

Wellbeing is more than just a buzzword here

From our Wellbeing Buddies and Mental Health First Aid training to our progressive parental leave, menopause policies and Colleague Support Fund, we’re committed to supporting our colleagues in every area - and at every stage - of their lives. Through our partnership with the Retail Trust, everyone at Dunelm has free access to a 24/7 Virtual GP, as well as therapy and counselling, plus information, guidance and advice in all areas of financial, emotional and physical wellbeing.

Look in our toy box

Of course, you should never judge a business by its tech stack. But take a peek at the range of technologies our engineers and developers are currently playing with., “You are supported and welcomed and what really makes Dunelm is that everyone comes together, and that community feel is here.”, Today, Dunelm is a leader in the £11bn UK homewares market. With over 200 stores across the country and a successful online operation - dunelm.com - we offer over 60,000 products across a broad range of categories. But where did it all begin?