Change Lead

The Telecommunications Industry Ombudsman (the TIO) offers a free and independent service for resolving complaints about telephone or internet services.

The TIO’s purpose is to provide an effective and efficient dispute resolution service for the telecommunications industry that complies with the Benchmarks for Industry based customer dispute resolution schemes.

The TIO has 4 core Values which underpin our purpose:

• Fairness
• Integrity
• Excellence
• Collaboration

The TIO is a diverse work place and as an employer we provide a safe and inclusive workplace to all employees and jobseekers regardless of: race, colour, gender, sexual preference, age, physical or mental disability, marital status, family or carer’s responsibilities, pregnancy, religion, political opinion, national extraction or social origin.

To ensure our commitment to our community the TIO will make reasonable adjustments to allow our workplace to be inclusive including:

• Part time or reduced hours
• Modifying the workplace to improve accessibility
• Modifying equipment and devices
• Any other changes which promote diversity and inclusion

Please contact our Careers team at [email protected] about any reasonable adjustments.

Big changes are underway at the TIO, and we’re looking for an experienced Change Lead to help ensure our transformation initiatives are understood, adopted and sustained. This role will lead the people side of change across complex initiatives that may affect systems, processes, roles, behaviours, operating practices, stakeholder experiences and organisational capability.

Working across leaders, project teams, sponsors and stakeholders, you’ll provide practical change leadership, senior-level advice and constructive challenge to ensure change risks, adoption barriers and business readiness issues are visible, understood and actively managed.

Why you will love this role:

• You will work at the heart of some of the TIO's most important change initiatives.

• You will partner with leaders to solve real people and adoption challenges.

• You will build enterprise change capability, not just support projects.

• You will see the impact of your work through successful adoption and lasting outcomes

You will be a great fit it you:

• Believe successful change starts with people.

• Can read a room as well as a project plan.

• Know how to influence without relying on authority.

• Balance empathy with accountability, and love helping people move from uncertainty to confidence.

Why join us?

• Influence high-profile strategic initiatives across the TIO.

• Help embed change management as a core enterprise delivery discipline.

• Work with leaders, sponsors and teams to make transformation practical, people-centred and sustainable.

• Build something new and help strengthen how TIO leads, adopts and sustains change.

If you’re energised by transformation, skilled at bringing people through change and passionate about making change stick, we’d love to hear from you.