Customer Operations Programme Manager

Reed Specialist Recruitment; City Of London; Hybrid; GBP 50,000 - 56,000; Full time

Job summary

A leading social housing provider is seeking a Customer Operations Programme Manager to oversee the Home Ownership team. The role involves managing and tracking operational programmes, engaging with stakeholders, and ensuring customer satisfaction. Candidates should have substantial experience in similar roles and proficiency in reporting and collaboration. This temporary position offers flexibility with locations in London or Manchester and a competitive salary package.

Qualifications

• Substantial experience in reporting and tracking multiple programmes.
• Strong skills in collaboration, communication, and influence.
• Proven experience in a similar role within a large business.

Responsibilities

• Manage and track performance of operational programmes.
• Engage key stakeholders and address operational issues.
• Identify and evaluate risks and design mitigating solutions.

Skills

Reporting multiple programmes

Creating informative reports

Collaboration and communication

Adherence to brand guidelines

Project and programme governance

Microsoft Excel

Microsoft PowerPoint

Customer-focused experience

Job description

Customer Operations Programme Manager

Location: Either Camden or Manchester

Job Type: Temp to perm - salary £50k + North - £56k + South and negotiable

Reports to: Director of Home Ownership

Responsible for: Customer Data Analyst

Join a leading social housing provider on a temporary basis as a Customer Operations Programme Manager. This role is pivotal in leading the Home Ownership team, ensuring the effective management and tracking of multiple operational programmes. With locations available in either London or Manchester, this position offers flexibility and a dynamic work environment.

Main Purpose of the Role

As the operational lead for the Home Ownership team, you will manage and track the performance of various operational programmes. Your role ensures timely delivery of actions and provides clear visibility of progress and performance. You will engage key stakeholders and address operational issues promptly, always prioritising customer considerations.

Key Accountabilities

• Develop and produce workstream or programme plans that align with overall objectives and comply with programme plans.
• Edit and prepare documents for publication in line with organisational style guidelines, including reports for Project Control Groups and board reports.
• Engage stakeholders to develop effective working relationships and respond to their needs and concerns.
• Manage internal partnerships, providing high-quality professional services to support business strategy and plans.
• Identify and evaluate risks, issues, dependencies, and design mitigating solutions.
• Plan and deliver small programmes or workstreams using appropriate management methodologies.
• Draft review reports and presentations to enable stakeholders to evaluate progress and agree on changes.
• Innovate and implement continuous improvements in your area of work.
• Resolve complex issues, acting as a technical reference and escalation point for the team.

Essential Criteria

• Substantial experience in reporting and tracking multiple programmes.
• Proficiency in creating engaging, informative reports.
• Strong skills in collaboration, communication, and influence.
• Adherence to brand guidelines and internal standards.
• Experience in project and programme governance.
• Advanced proficiency in Microsoft Excel, PowerPoint, and other key Microsoft programmes.
• Proven experience in a similar role within a large business.
• Keen attention to detail and an inquisitive nature, with the ability to foster collaboration and build relationships across teams.
• Demonstrable experience in a customer-focused role and organisation.

Desirable Criteria

• Experience with a new build developer of multiple tenures.

How to Apply

If you are interested in this temporary role and meet the essential criteria, please submit your CV detailing your relevant experience.