This is a fixed term (2-years) role
We are dedicated to enhancing our digital presence and optimising service access for our residents. As part of our strategic initiatives, we seek a dynamic and experienced Project Manager to join our Customer Services team. This role is crucial in driving our channel shift and executing our customer access strategy.
This is an exciting opportunity to be at the forefront of transforming how our customers interact with council services. You will play a key role in implementing innovative solutions that will make a real difference in the community. Our goal is to create connected communities where residents can easily access services and support, fostering a sense of belonging and engagement. We are dedicated to making our services more inclusive and removing barriers to ensure that everyone can access the services they need.
The customer access strategy aims to enhance effective customer contact channels, regularly review and improve existing automated systems, and identify and implement channel shift opportunities. The goal is to collaborate with all council departments to ensure value for money and provide guidance on developing, promoting, and using the most efficient customer contact channels.
We offer a hybrid working model, allowing you to work both from home and in the office, providing flexibility and promoting a healthy work-life balance.
Key Responsibilities:
· Leadership & Management: Lead and manage a portfolio of projects, ensuring alignment with the council’s vision and objectives. Provide leadership, planning, and monitoring on cross-council programmes.
· Strategic Planning: Work corporately with all council departments to maximize value for money by advising on cost-effective customer contact channels.
· Innovation & Improvement: Continuously review and improve existing automated systems in partnership with the operations team. Identify and deliver channel shift opportunities to achieve maximum value for money.
· Stakeholder Engagement: Build strong relationships with Members, external partners, and council officers at all levels to promote the benefits of channel shift.
· Financial Management: Manage the financial aspects of programmes and projects, ensuring delivery within budget and authorising payments within the project’s cost tolerance.
· Communication: Provide regular reports to the executive director resources and the director of customer services. Effectively communicate relevant information and resolve issues in a timely manner.
Key Accountabilities:
· Apply programme and project management techniques to measure work progress.
· Develop relationships with key stakeholders to ensure project delivery.
· Manage budgets and resources effectively.
· Lead consultation with service users and external organizations to ensure project effectiveness.
Essential Knowledge, Skills, and Abilities:
· Strong programme and project management skills.
· Ability to lead and manage project teams, set objectives, and monitor progress.
· Self-reliant and well-organized, with the ability to prioritize and manage a wide range of tasks.
· Excellent communication, negotiation, and influencing skills.
· Knowledge of relevant legislation and effective use of ICT for performance monitoring.
· Experience in managing budgets and resources.
Qualifications and Experience:
· Minimum of two years’ experience in a service improvement environment.
· Experience in managing and delivering cross-cutting programmes and complex projects.
· Prince 2 foundation and practitioner or equivalent qualification in project management.
Values and Behaviours:
· Passionate about making a positive impact on the community.
· Trustworthy, collaborative, innovative, and accountable.
· Committed to equality, diversity, and inclusion.
This post is subject to Ealing Council’s enhanced vetting process.
Ealing Council is committed to creating good jobs and delivering on its connected communities agenda. We are committed to equality of opportunity, to being fair and inclusive.
Please note all applications will be determined on merit.
