Customer Operations Process Manager

Assignment: 6-month contract (Inside IR35)Day Rate: £450 to £500 per day Location: Durrington, Worthing (Hybrid working arrangements)Travel: Occasional international travel Potential: Strong likelihood of the role converting to a permanent position

Overview

Our leading utilities client is embarking on a major operational transformation programme and is seeking a Customer Operations Process Manager to support the deployment of a new Case Management system (ServiceNow) into their Contact Centre operations. This role will sit at the heart of operational change, process ownership, and technology adoption, ensuring the business is prepared for and successfully transitions into new ways of working.

Key Responsibilities

Process Ownership

• Lead and own customer operational processes within the Contact Centre.
• Ensure processes are designed, documented, optimised, and embedded effectively across teams.

ServiceNow Case Management Deployment

• Play a critical part in deploying a Case Management solution (ServiceNow) into the Contact Centre.
• Work closely with Technology and the Product teams to understand requirements, functionality, and business impact.
• Support the move from design through to operational readiness and go-live.

Technology Partnership

• Collaborate with the Technology Directorate to align business needs with technical delivery.
• Translate operational requirements into actionable plans for technology teams.

Delivery Leadership

• Lead the delivery plan for process changes and system implementation into the operation.
• Ensure change is practical, scalable, and adopted by frontline and management teams.

Change Management

• Shape and drive the approach for delivering change across the Contact Centre.
• Engage stakeholders, support training plans, and ensure consistent communication.

Third-Party Collaboration

• Partner with outsourced partners to ensure alignment, integration, and consistent process/application usage across internal and outsourced teams.

Role Requirements

• Strong background in Contact Centre operations is highly desirable.
• Experience with ServiceNow or similar Case Management solutions is a significant advantage.
• Proven experience leading process change and working within operational transformation programmes.
• Ability to collaborate across technology, operations, and outsourced partners.
• Comfortable working in a hybrid model with occasional international travel.
• Flexible, proactive, and confident engaging at all levels of the organisation.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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