Operational Contact Centre Change Manager

Operational Contact Centre Change Manager

Why is our Customer Services team the next step for you?

Based in Worldpay Gateshead Operations Centre, our Customer Contact Centre is responsible for helping our business customers using Worldpay payment machines and systems. As a Change lead you will play a crucial role in developing a high performance culture. Worldpay Change Managers are essential change agents and as such you will need to become an ambassador for the transformation journey upon which we have embarked. In return we offer an exciting career, an outstanding benefits package and an excellent development path.

How will you add value on a day-to-day basis?

At Worldpay we believe we’re only as good as our people so as a team we will ensure you have the support, tools and skills to successfully develop and implement our Customer Services Improvement plan across all sites.


As our Change Manager you will actively provide analysis, review and report on KPI’s to identify opportunities to improve CS performance. We will look to you to lead and support the team and Operational Managers in implementing new or improved processes within CS. You will also be responsible for reviewing activities and collating MI to demonstrate effectiveness.

The team will reach out to you to drive internal and external business change in a way that engages all of our internal processes and population while making sure our frontline are fully prepared.

You will be the link between our business change teams and our team to ensure change is executed brilliantly. You will be the voice of the customer, the voice of the colleagues and the business when designing change.

What will make you the ideal candidate?

 The successful candidate will support the drive in Quality improvements, customer experience and efficiency through the delivery of support/change activities. Knowledge and experience of the NAP transformation is advantageous. Due to the nature of this role you must have a detailed understanding of at least one area within the Customer Services function and a solid understanding of the wider team, plus experience in pulling together and challenging step by step process mapping.

The ideal candidate will have experience of working within a Change Management role and be confident representing Customer Services to the wider business. They will be required to challenge the status quo and using their sound knowledge of the Customer Service environment make sure we have the right outcome for the team and our customers.

In terms of soft skills, the successful candidate will be an excellent communicator and will be able to take an idea forward using their strong influencing and negotiating skills.  You may often be presented with prioritising a changing workload and / or competing requirements, so a methodical, pragmatic approach to completing tasks is likely to work well.

How is Worldpay changing the world?

We are leaders in modern money. Each and every time you use your debit card or credit card to pay for something, whether online or face-to-face, there’s a good chance it happened because of us. On an annual basis our innovations, systems and technology enable billions of money transactions globally. Working with customers large and small, we help them to take your payments quickly, safely and reliably, allowing them to grow their businesses and making your life more convenient in the process. As a leader in global Fin-Tech and the largest London IPO since 2011, this is a great time to join us in building for the next phase of the Worldpay journey.



Job Number



Gateshead / England

Business Area

Customer Support

Employment Type

Permanent- Full-time


May 11, 2017