Project Manager - Customer Experience

Sanctuary Group; Worcester; Hybrid; GBP 44,000 - 47,000; Full time

Job summary

A leading housing services provider is looking for a Project Manager - Customer Experience based in Worcester. The role involves managing projects to improve customer experience in affordable housing services across England and Scotland. Candidates should have experience in housing or regulated services, and a proven track record in managing projects, particularly relating to CRM systems. An attractive employment package is offered, including 25 days annual leave and other benefits.

Benefits

25 days annual leave

Pension scheme with employer contributions

Life Assurance

Employee Advice Service

Cycle to Work scheme

Voluntary health plans

Wellbeing support and tools

Qualifications

• Experience in managing organisational change projects.
• Proven track record of delivering CRM system implementations.
• Full valid driving license required for travel.

Responsibilities

• Managing projects throughout the project lifecycle.
• Analysing data to enhance the customer experience.
• Overseeing CRM system implementation.

Skills

Experience in Housing or regulated services

Project management skills

CRM implementation

Job description

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Location:

Worcester, GB

Department: Housing Services

Operation: Sanctuary Housing

Closing Date: 04/08/2025

Requisition: 225316

Sanctuary is one of the UK’s leading providers of housing, care and community services. With around13,000 employees, we maintain a culture where diversity is valued and talent is nurtured and rewarded.

Worcester based with a balance of home and office working

£44,192 - £46,517 per year

35 hours per week – Monday to Friday – 9:00am to 5:00pm

We are seeking a Project Manager – Customer Experience to join our Affordable Housing Team, providing a range of affordable homes and support services in England and Scotland and delivering services at a competitive cost to meet the needs of our customers. This includes general needs housing, supported housing, shared ownership, independent living and home ownership accommodation. It also provides housing related services including lettings, income management, tenancy management and customer support.

The role of Project Manager - Customer Experience will include:

• Managing projects throughout the project lifecycle through the effective control and utilisation of resources (including budgets)
• Analysing data and identify trends and lessons learnt to make recommendations for service improvement and seek opportunities to enhance the customer experience
• Assisting with the delivery of new and integration of existing business systems including effective appraisal of their suitability to meet the future needs of the Group
• Providing high quality, detailed information to senior management on project progress and issues to support operational planning and delivery of anticipated targets
• Collate lessons learned as the project progresses so that meaningful data can be provided for future projects
• Work closely with colleagues in relation to scoping of projects ensuring all parties have a clear understanding of their role and the information expected from them
• Leading projects that involve reviewing and redesigning organisational structures to improve service delivery and operational efficiency
• Overseeing the implementation and integration of Customer Relationship Management (CRM) systems, ensuring alignment with business processes and customer service goals

Skills and experiences:

• Experience in Housing or regulated services
• Demonstrable experience in managing organisational change projects, including structure reviews and workforce planning
• Proven track record of delivering CRM system implementations (e.g., Salesforce, Dynamics 365, or similar), from requirements gathering through to go-live and post-implementation support
• Proven experience of managing projects with strong management skills
• Experience of developing and reviewing policies and procedures
• Proven experience analysing and diagnosing problems and implementing solutions
• Travel is a requirement of the role, therefore a full valid driving licence is essential

Why work for us?

We provide homes and care for more than 250,000 people in England and Scotland. Our customers are at the heart of all we do. With around 14,000 colleagues, we foster a diverse and inclusive culture, and nurture and reward talent.

As part of our commitment to making Sanctuary a great place to work, where your wellbeing is of genuine importance, we have developed an attractive employment package. The package recognises your contribution, supports your physical, mental and financial health and gives you the flexibility to tailor your employee benefits by offering:

• 25 days annual leave (rising to a maximum of 30 days) plus public holidays
• A pension scheme with matching employer contributions from Sanctuary up to set limits
• Life Assurance
• Employee Advice Service including counselling
• Cycle to Work scheme
• Voluntary health plans
• Wellbeing support and tools
• Employee platform to access your reward and wellbeing package online, find exclusive discounts, wellbeing resources and recognition tools
• Employee Networks, with a shared interest in inclusion, and who provide invaluable support to colleagues
• Role salary is £44,192 per annum (rising to £46,517 per annum after 12 months, subject to satisfactory performance)

If you're unsure about any details, have questions about the role or want to discuss a need for adjustments, our fantastic talent team will be happy to help you [e-mail]

We reserve the right depending on application numbers to close or extend the closing dates for positions; we would therefore recommend an early application.

Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers’ needs with fairness and empathy. We know having a range of ideas and opinions makes a difference. We encourage and welcome applications from people from diverse backgrounds to support this mission. We will make adjustments throughout your application process, in line with Sanctuary’s commitment to our Disability Confident employer status.

Building Equality and Diversity

Sanctuary Group encourages and welcomes applications from people from diverse backgrounds to support our commitment to offering an inclusive environment for our employees and customers.
We work closely with the Home Office in order to prevent unlawful working.
Sanctuary Group is a trading name of Sanctuary Housing Association, an exempt charity.

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