Customer Operations Programme Manager Rate: £38.15 per hour (Umbrella)
Location: London, hybrid working (3 days per week in the office)
Contract: Temporary
About the role We are recruiting a Customer Operations Programme Manager to support service improvement and operational delivery within a large, complex organisation operating in home ownership and development.
This role focuses on how customers experience services from end to end, and how those services can be improved, tracked, and delivered consistently. It is not a housing management role and does not involve tenancy, neighbourhood, or casework responsibilities.
You will act as a central point of coordination across multiple programmes and workstreams, ensuring delivery remains structured, visible, and aligned to customer and organisational priorities.
Key responsibilities
Lead the planning, coordination, and tracking of multiple customer operations programmes and workstreams
Review and improve customer journeys, identifying opportunities to enhance service quality and efficiency
Maintain programme plans, governance frameworks, and delivery reporting
Produce clear, structured reports and presentations for senior leadership and boards
Work closely with stakeholders across operational, customer, and corporate functions
Identify and manage risks, dependencies, and delivery challenges
Support consistent, customer focused ways of working across teamsSkills and experience
Proven experience in programme management, service improvement, or business analysis within a customer focused organisation
Strong understanding of customer experience, operational delivery, and change environments
Experience managing multiple initiatives in parallel
Confident producing senior level reports, dashboards, and presentations
Advanced Excel and PowerPoint skills
Strong communication skills with the ability to engage and influence stakeholdersExperience within housing, home ownership, development, or large corporate customer environments is beneficial but not essential. Candidates from outside the social housing sector are encouraged to apply