Customer Service Programme Manager
Programme Manager
Purpose: Permanent Programme Manager required to lead the delivery of strategic customer service development for our educational assessment client. Reporting to the Assistant Director, Customer Services your initial challenge will be the development and deployment of Computer Based Testing through internal and third party solutions.
Candidates will have demonstrable experience of managing a complex work programme within a large and complex organisation. Your previous experience will include high profile customer service projects where you will have managed the planning, budget and monitoring of progress. Ideally educated to Masters level (with a minimum of a degree) or equivalent you will have a background in the education field preferably ESOL. Above all you must be comfortable working in a pressured environment where demanding deadlines are the norm.
This is an excellent opportunity to join one of the largest assessment agencies in the world. This role is likely to appeal to someone who has (or wishes to develop) knowledge of Computer Based Testing; you will take a leading role in enhancing the CBT knowledge base for the organisation.
Change programme management
- Input into, define and disseminate the organisation’s strategy and vision for the development programme.
- Draft and disseminate organisation’s policies relating to that strategic vision in conjunction with other parts of the business.
- Lead the programme of change emanating from the defined strategy, ensuring that projects have a strong customer focus and that all stakeholders across and outside of the organisation are effectively managed.
- Initiate projects relating to the programme in order to gain competitive advantage for the organisation in the global market.
- Ensure that the programme is managed according to best practice principles – e.g. appropriate governance is in place, required documentation is produced, the business case supports the organisation’s Business Mission, budgets are effectively developed and monitored etc.
- Ensure that the programme is delivered on time, within budget and to the required quality standards.
- Projects Office management
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As a member of the Senior Management Team within the Projects Office, implement staff management strategies to ensure:
- that project management activity is effectively planned, resourced and successfully delivered.
- continuing development of staff so that they are equipped to undertake all aspects of their remit effectively.
- that the Projects Office is staffed by a highly motivated and effective team.
Programme expertise
- Provide expert knowledge on all aspects of the programme and programme-related developments to relevant groups within the organisation.
- Develop knowledge in areas such as relevant customer service developments and new technologies to support the programme.
- Represent the organisation in high profile academic events and presentations to third parties (e.g. in relation to possible strategic alliances) on programme-related developments.
Area: South East England
Region: Home Counties
Type: Permanent
Salary Guide: £40 - £50k, + excellent benefits, depending on the candidate.