Summary: The Programme Manager role involves leading a key initiative within a well-established pharmaceutical organization focused on enhancing customer service. This hands-on position requires overseeing the delivery of a program aimed at improving service quality and team capabilities. The successful candidate will engage with various teams to implement best practices and drive change effectively. The role is hybrid, requiring full-time commitment to achieve the organization's objectives.

Key Responsibilities:

• Drive forward the outputs from the company's correspondence handling review, which includes mapping our building blocks to the single front door and identifying key activities where the most value can be added
• Engage with other front facing teams and Groups outside the CEC ensuring current practices adhere to customer service best practice, which include SLA's, standardised formats and templates with effective quality controls in place
• Work with these teams to put in place timely plans to deliver improvements with effective quality and change control in place
• Line manage and provide direction and support to the Project manager and Project support officer in delivering the above
• Provide recommendations on future IT requirements (eg, webform, case management system) from findings of the above project
• Support the development of proposals and business plans for future enhancements to the CEC, which includes streamlining the customer journey and one route into the agency

Key Skills:

• Experience in programme management within a customer service-focused environment
• Strong leadership and team management skills
• Ability to engage with multiple stakeholders and drive change
• Knowledge of customer service best practices and quality control measures
• Proficiency in developing business proposals and plans
• Understanding of IT requirements related to customer service enhancements

Salary (Rate): 30.66

City: London

Country: UK

Working Arrangements: Hybrid

IR35 Status: Inside IR35

Seniority Level: Mid-Level

Industry: Other