Customer Service Change Governance Manager
Yorkshire Drive HQ, Yorkshire House, Yorkshire Drive, Bradford, BD5 8LJ

Job Reference: 003308

Location: Yorkshire Drive HQ, Yorkshire House, Yorkshire Drive, Bradford, BD5 8LJ

Closing Date: 23/11/2020

Salary £: Up to £48,000 (depending on experience) + Bonus & Benefits

Employment Type: Permanent - Full Time

Division: Customer Services Division

Hours per week: 35 hours per week. Monday to Friday 9am - 5pm (flexible)

As our next Change Governance based at our offices in either Bradford or Peterborough, you’ll lead the prioritisation and resourcing of all change activity on behalf of the Customer Services Function ensuring all initiatives align to our Divisional and Functional priorities.

What you'll be doing

In this role, you’ll be responsible for performing a ‘gatekeeper role’ for all business change for Customer Services to ensure each change is impact assessed operationally and adhering to policy.

You’ll also be responsible for the development and maintenance of a change roadmap which will allow our Senior Leadership Team to gain an understanding of the downstream impact of future change, alongside supporting the Team to develop business cases for Customer Service led initiatives, to provide a path of prioritisation and see this through to delivery.

You will to required to manage the change resource planning and capacity to support the delivery of the Customer Service change agenda.

A big part of this role is to build and maintain oversight of a change governance framework for Customer Service, to ensure consistent methodology and documentation is used and an audit trail of activity is in place

The Knowledge & Skills you’ll have

To be successful in this role, ideally you will have;

  • An understanding and experience of applying change management frameworks and governance

  • Strong communication, engagement and influencing skills

  • Experience of building and maintain strong working relationships with senior stakeholders

  • Experience of prioritisation of initiatives and be able to evidence professional learning and development to build and maintain your skills and expertise

Life at YBS

In addition to the usual benefits such as competitive salary, annual bonus and healthcare packages we offer you…

Flexibility – Whether it’s picking up the kids from school or catching that early morning yoga session we have you covered.

Celebrating Success – From everyday thank you cards, to our annual ‘Raising the Roof’ gala to celebrate our golden ticket winners we acknowledge our colleagues successes no matter how big or small.

Giving Back – Fancy 31 hours of paid leave a year to get involved in community activities? Together last year, we completed more than 11,000 hours of volunteering!

Inclusivity - We don’t just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our colleagues, our customers and our community. We are proud to be an equal opportunities employer.

Site Perks – Some of our sites have added little extras such as a gym, restaurant and free parking at our Bradford site, roof garden in Leeds, and on-site restaurant and free parking at our Peterborough site.


If you’ve got a solid background in Change and Transformation and you want to develop a career in an empowering, respectful and supporting business then why not join us?

Our people are our heart and soul; we’re commercial and caring, big enough to offer you a challenge and small enough for you to make a real impact. We’re devoted to putting people first and doing the right thing by providing real help with real life.

We’d love to hear from you so why not apply today and be Your Brilliant Self!​​​​​​​


This position is now closed. We are no longer accepting applications for this position.