Implementation Lead

Role Responsibility:

Implementation Lead

£65,000 to £75,000 per annum, plus Company Car or Car Allowance

Hybrid Working with travel to our site in Wath upon Dearne, Rotherham, South Yorkshire

40 hours per week, Monday to Friday

About Us

Our G4S Customer Contact Centre in Wath Upon Dearne provides advice and support to the public on behalf of our clients. We have experienced rapid growth and are now a team of over 2000 people who spend their day helping people. 

About the Role

Initially, the Implementation Manager will work as part of the Bid Management team, with a focus on ensuring that we have demonstrable and considered launch-ready implementation and a project plan that supports high-quality customer interactions from day one.

Post win, the Implementation Manager will oversee the coordination and delivery of all implementation activities and business readiness for a successful and seamless day one launch of a large scale outsourced Contact Centre Solution.

Key Responsibilities

• Plan, develop and document all-encompassing roll-out requirements and scenarios to produce considered and feasible implementation plans and bid responses.
• Identify improvement opportunities and efficiencies to Client stated requirements and analyse and present potential benefits.
• Proactively manage and oversee multi-disciplined implementation work streams throughout their lifecycle, from planning, operational implementation and hand-over which will include recruitment, training, Management information, IT etc.
• Ensure overarching objectives and key milestones are identified from the start and visibility is continuously maintained throughout the implementation process and into BAU. 
• Identify key roles and responsibilities to ensure ownerships and accountabilities are established and all key stakeholders are clear.
• Manage expectations and key stakeholders’ alignment to make sure the project is delivered on time and as expected.
• Develop and refine the Roll-out implementation methodology on scope, goals, deliverables, resource, and project governance in an ever-changing environment.
• Anticipate project risks and issues, confidently addressing any challenges.
• Identify contingencies for all key deliverables, especially where key dependencies are unclear at any given milestone.

The Ideal Candidate:

Essential Criteria:

• Experience in the development and delivery of successful implementation programmes.
• Accredited/Certified in a recognised Project Management qualification for example, Prince2.
• Excellent organisational skills to plan the use of people and resources to meet deadlines.
• Strong interpersonal skills – with the ability to influence and co-ordinate others.
• The ability to monitor and control budgets.
• Good communication and negotiation skills, to manage expectations across internal and external stakeholders.
• The ability to use your initiative and make decisions under pressure.
• The ability to adapt to new working environments and ‘hit the ground running’.

Desirable Criteria:

• Experience in a Customer Contact/Customer Service environment.
• Experience of working with Government clients.

Benefits:

While working for G4S, you are entitled to a number of benefits and offers from G4S partners and other organisations, from employee assistance provided through WeCare, to RAC cover and so much more, including the below;

• Progression, training and development catered to you.
• Charity work.
• Refer A Friend incentives.
• Company pension scheme with employer contributions.
• G4S Life Assurance Scheme.
• Subsidised healthcare plan.
• Charity work- Match-IT and Payroll Giving.
• Confidential Counselling Services.
• 24/7 support specialising in health and medical.
• Discounts on high street shops and brands including several leading high street brands, retailers and travel suppliers.

We encourage applications from people from all ages and backgrounds and aim to have a workforce that represents the wider society that we serve at G4S ESS. We pride ourselves on being an employer of choice. We champion diversity, inclusion and well-being and aim to create a workplace where everyone feels valued and a sense of belonging.

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