Senior Programme Manager

Senior Programme Manager – Contact Centre Improvement

Initial 4-6 month interim contract

£600 per day umbrella

London

Full time (Hybrid)


Are you ready to lead transformative change and make a real impact on the future of council services? We’re looking for a Senior Programme Manager to play a pivotal role in driving major improvements across our client’s main contact centre and the council’s Smart Alarm/Telecare system focusing on key improvements to Resident & Customer expereince
As a trusted advisor, you’ll work closely with senior officers, councillors, and trade unions to bring clarity to complex issues and ensure residents remain at the heart of everything we do through a major programme of change and improvement within the contact centre and how this links with wider services across the council to deliver the Council’s plans.
This is a dynamic and varied role offering the opportunity to work across multiple programmes and shape the future of council services

Due to the urgent nature of this role, interview will be taking place ASAP so please do get in touch or apply today to be considered.

About your role as Senior Programme Manager – Digital Transformation & Contact Centre:
Your work will focus on four key priorities:

• Support the SMART Reorganisation Programme
  Lead and coordinate the workforce response to significant change within the SMART team, guiding staff through transition and shaping a modern, responsive service.
• Assist with the implementation of the council’s Resident Experience Plan
  Collaborate with Transformation & Digital Services and the Improvement and Development team to identify opportunities for operational enhancement, streamline processes, and improve customer experience.
• Support Operational Management
  Provide expert guidance to operational managers within the contact centre, embedding best practice, driving performance, and supporting day-to-day service delivery during periods of change.
• Contribute to the Department’s Redesigning Business Resources Programme
  Work on projects that improve resource management, efficiency, and service outcomes across the council.

About your required experience as Senior Programme Manager – Digital Transformation & Contact Centre:

• Proven experience delivering complex programmes in a local authority setting
• Strong understanding of contact centre operations for local authorities
• Demonstrable skills and delivery of service improvement within contact centres either private or local authority settings
• Excellent stakeholder management skills, with the ability to influence and build trust.
• A collaborative approach and commitment to putting residents first.
• References for last 2 years upon successful appointment

If you’re interested in discussing this opportunity in more detail or know someone who may be interested, please contact Maddison Barry or Leah Overend on 0117 3137110 or apply today.

(We offer a senior referral scheme upon successful placement of your recommendation so please do get in contact)

Our clients are passionate about creating and evolving a diverse workforce and do not discriminate against any employee or applicant. Recruiting decisions are based on your experience and skills. Any reasonable adjustments in the workplace will be fully supported during the application and hiring process.

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