Customer Services Project Manager

PA Housing; Greater London; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

A housing association in Greater London seeks a Customer Services Projects Manager to lead strategic initiatives that enhance customer experience and engage residents. This role involves managing projects like Your Details Matter and overseeing a small team. Candidates should have experience in housing, strong project management skills, and proficiency in data analysis. The position offers a flexible hybrid working environment and various benefits, including generous leave and wellness plans.

Benefits

High street discount schemes

Health cash plans

Flexible bank holidays

Car leasing scheme

26 days’ annual leave, increasing to 29 after three years

Qualifications

• Experience managing projects in a housing or regulated environment.
• Solid understanding of housing policy, compliance frameworks, and customer service operations.
• Confidence in presenting to senior managers and committees.

Responsibilities

• Manage and deliver strategic projects within the customer services department.
• Drive procurement, policy development, and risk management.
• Prepare and present reports to the Customer Services Leadership Team.

Skills

Project management in a housing environment

Data analysis and reporting

People leadership

Communication skills

Excel proficiency

Power BI experience

Education

CIH Level 4 or above (or working towards)

Tools

CRM systems

Housing management systems (e.g., NEC, Northgate)

Job description

Do you thrive in a fast-paced environment where your projects directly improve the customer experience?

Join us as our new Customer Services Projects Manager and play a pivotal role in shaping high-impact initiatives, driving service excellence, and supporting meaningful engagement with our residents.

You’ll lead on major programmes such as Your Details Matter, TSM compliance, and inspection readiness, turning insight into real improvements. Alongside this, you’ll manage a small but dynamic team and support the development of our annual communications plan; all while ensuring we meet regulatory expectations and deliver against our Resident Strategy.

This isn’t your typical project management role, it’s an opportunity to make things genuinely better for our customers, influence key decisions, and help shape the future of our Customer Services Directorate.

This is a fixed term contract running for 6 months.

What’s in it for you.

In addition to the salary, we offer a number of benefits, including :

• High street discount schemes
• Health cash plans
• 26 days’ annual leave, increasing to 29 after three years, with the opportunity to buy more
• Flexible bank holidays take them when it suits you
• Car leasing scheme
• Hybrid working offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately two to three days per week in the office once settled in the role. This is flexible and depends on meeting cycles and board activity. We also offer an optional nine-day fortnight scheme, allowing you to compress your hours if it suits the role.

What you’ll be doing

• Manage and deliver strategic projects, including Your Details Matter, TSM compliance, and inspection readiness activities.
• Drive procurement, policy development, risk management, and other improvement projects.
• Translate inspection and mock inspection outcomes into clear, actionable improvement plans.
• Line-manage a Project Officer and Content Curators, setting objectives and supporting performance.
• Oversee delivery of the Directorate’s communications plan, ensuring strong resident engagement.
• Prepare, quality‑assure, and present Customer Services Leadership Team reports for EMT, Board, and wider committees.
• Act as a key liaison with internal teams, residents, contractors, and external partners.
• Ensure regulatory alignment, identify risks early, and implement effective mitigation strategies.

What we’re looking for :

We’re looking for someone who brings a mix of strategic thinking, strong organisation, and the confidence to drive projects forward. Ideally, you’ll have :

• Experience managing projects in a housing or regulated environment.
• A solid understanding of housing policy, compliance frameworks, and customer service operations.
• The ability to analyse data and produce clear, insightful reports. Power BI experience is especially helpful.
• Skilled in reporting / analytics.
• Strong people leadership skills, able to guide a small team and collaborate effectively with senior stakeholders.
• Excellent communication skills and confidence presenting to senior managers and committees.
• The ability to work under pressure, juggle deadlines, and stay on top of multiple priorities.
• Good Excel skills and familiarity with CRM systems, workflows, and housing management systems such as NEC or Northgate.
• CIH Level 4 or above (or working towards a housing qualification).

If specific qualifications are required, please upload them with your application to demonstrate your eligibility.

At PA Housing, we believe in respect, integrity, and accountability. Our work is about people not just properties and we’re always looking for ways to do better. If that sounds like your kind of place, we’d love to hear from you.

AGENCIES :

We know where you are if we need your support so please do not contact us.

To apply for this role please click on the apply button or for any enquiries please email [e-mail] - We reserve the right to close this job advert early if we receive a sufficient number of applications. Therefore, we advise you to apply promptly to ensure your application can be considered.