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Project Manager

About the Role

We are seeking an experienced Service Delivery /Vendor Manager / Project Manager to lead the planning, development, account management and evaluation of all operational services, delivered by a third party provider.

More about the role …

  • Lead, plan, refine and develop service, ensuring the service meets the needs of individuals using the service and realises operational and cost efficiencies
  • Manage the provider, ensuring the service is contract compliant, gives excellent evidence based quality against measurable targets; and has in place effective systems, processes, policies and procedures to maximum impact and positive outcomes for individuals using the service
  • Work collaboratively with the Head of Digital Services to ensure the website and knowledge base fully meets the requirements of the helpline service
  • Refine, develop and analyse service data and customer feedback  to prioritise, initiate and coordinate improvements and developments
  • Scope, produce and implement helpline plans and ensure achievement of all objectives and activities, within agreed resources
  • Produce and present, to a range of audiences, concise reports, budgets and information on the helpline services

Required Skills and Experience Required:

  • Proven project management skills
  • Multi-channelled contact centre operations and best practice
  • Excellent analytical and numeracy skills with the ability to interpret Contact Centre data accurately and concisely in easily readable materials and reports
  • Excellent internal and external stakeholder management skills
  • PRINCE2 Foundation / Practitioners or Agile would be advantageous

constantly on the hunt for the best candidates