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Change Manager (Customer Care)

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About us.

We’re The Very Group, home to, and a team of 4,000 super-talented people. We are currently hiring for 2 Change Managers to support our award winning customer care operation.

We’re the UK’s largest integrated digital retailer and financial services provider, and we’ve been helping customers say yes when it matters most for over 100 years. In that time, we’ve consistently reinvented our business to adapt to economic conditions and industry changes – going from bricks, to clicks, to mobile.

But despite our passion for reinvention, we’ve never wavered from our purpose; to make good things easily accessible to more people. It means giving our customers the brands they love, an outstanding shopping experience and flexible ways to spread the cost.

We’ve continued to deliver for our customers throughout the Covid-19 outbreak – and we’ve done it by transforming the way we work.

The role

The Customer Care Change Team is at the heart of an ambitious programme that is transforming the services we provide to our customers. We are looking for 2 Change Managers to join us on a secondment basis to lead the delivery of change across our global operation. This role will see you building relationships with key stakeholders within The Very Group and outsourced partner teams to ensure the successful delivery of change to the highest quality, meeting pre-defined requirements and quality measures. Working as part of a tight knit and supportive team, you may support programme led initiatives or cross tribe change which brings a degree of variety and challenge. This is a fantastic opportunity to play a critical part at this exciting time.

Key Responsibilities

  • Direct responsibility for change management and delivery within Customer Care operations with key focus on driving adoption.
  • Responsibility for stakeholder engagement up to executive level.
  • Support the sponsor in benefits identification, modelling and tracking
  • RAID (Risks, Assumptions, Issues, Dependencies) tracking, including management of project defects, and the implementation of workarounds.
  • Management of project including actions, milestones, and delivery planning.
  • Management of comms, and training plan; working closely with Customer Care Support Squad and internal comms teams.
  • Post Implementation Review

About you

We love what we do, and we know when we have great working relationships, we’re unbeatable. Passion and pride in your work and a natural desire to connect, collaborate and be a team player are a must. Innovation is also key, we can always improve and you will be expected to identify and promote new ways of working where appropriate.

You will have strong communication and influencing skills with the ability to interact with stakeholders at all levels of the organisation. You’ll possess a high level of integrity and be able to challenge upwards and cross-functionally and you will welcome being challenged.

Practical experience in delivering change in an agile environment using the appropriate methodology, learning & iterating frequently would be an advantage.

The ability to work within a dynamic and changing environment where priorities and activities will be changing is vital. You will be able to respond energetically and proactively to drive change at a fast pace to help deliver the change portfolio.

some more benefits include;

Hybrid-working model

Bonus potential (performance and business-related)

25% discount on our clothing and footwear, 15% off home and electricals

Private pension matched at 6%

Health and wellbeing agenda

Childcare vouchers

Onsite gym with over 25 classes

On-site discounted restaurant and coffee houses

Cycle to work scheme

Free on-site parking *Subject to availability and postcode eligibility

How to apply.

If you're interested to find out more, please contact Hayley Denson in the talent acquisition team at The Very Group or apply online.

Please note that the talent acquisition team are managing this vacancy directly, and if successful in securing this role, you may be required to undertake a credit, CIFAS and CRB check.

If you’re a current employee of The Very Group, please apply via Talent Online as an internal applicant.

We're an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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