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- Tasks: Lead transformation programmes in the Contact Centre and SMART services, ensuring resident-focused improvements.
- Company: Join a forward-thinking council dedicated to enhancing community services.
- Benefits: Dynamic role with opportunities for impactful work and career growth.
- Why this job: Make a real difference in residents' lives while navigating exciting organisational changes.
- Qualifications: Experience in leading change programmes and strong stakeholder management skills.
- Other info: Collaborative environment with a focus on innovation and service excellence.
The predicted salary is between 48000 - 72000 £ per year.
The Senior Programme Manager will play a pivotal role in leading and delivering complex transformation programmes across the Council’s main Contact Centre and the Southwark Monitoring and Alarm Response Service (SMART). The postholder will act as a trusted advisor to senior officers, councillors, and key stakeholders, providing clarity, assurance, and leadership through periods of significant organisational change. The role is focused on ensuring that residents remain at the heart of decision‑making, while supporting staff, maintaining operational performance, and delivering sustainable service improvements.
Key Responsibilities
- Supporting the SMART Reorganisation Programme: Lead and coordinate the workforce and change management response to the reorganisation of the Southwark Monitoring and Alarm Response Service (SMART). Support staff through periods of transition, ensuring effective communication, engagement, and consultation. Work closely with trade unions, HR, and senior leaders to manage workforce change in line with council policies. Contribute to the design and implementation of a modern, responsive, and resident‑focused monitoring and alarm response service.
- Supporting the Implementation of the Resident Experience Plan: Work collaboratively with the Transformation & Digital Service and the Improvement and Development team to deliver improvements aligned to the Council’s Resident Experience Plan. Identify opportunities to streamline processes, reduce duplication, and improve customer journeys across contact and digital channels. Translate strategic objectives into practical operational improvements that enhance the resident experience.
- Supporting Operational Management: Provide expert advice and support to operational managers within the Contact Centre during periods of change. Embed best practice in service delivery, performance management, and continuous improvement. Support managers to balance transformation activity with the need to maintain safe, effective, and high‑performing day‑to‑day services.
- Supporting the Department’s Redesigning Business Resources Programme: Contribute to the delivery of the Department’s wider transformation and redesign agenda. Support projects aimed at improving resource management, efficiency, and service outcomes across the council. Ensure alignment between service‑level change programmes and broader departmental and corporate priorities.
- Stakeholder Management: Build and maintain strong working relationships with senior officers, councillors, trade unions, and internal partners. Act as a credible and trusted advisor, providing clear, evidence‑based advice on complex and sensitive issues. Ensure effective governance, reporting, and escalation of programme risks and issues.
Skills, Knowledge and Experience
Essential: Significant experience of leading and delivering complex change or transformation programmes in a large organisation. Experience of working within, or closely with, a contact centre, customer services, or resident services environment. Strong understanding of operational service delivery and performance management. Experience of workforce change, including consultation and engagement with staff and trade unions. Proven ability to work with senior stakeholders and navigate complex organisational and political environments.
Desirable: Experience working in local government or the wider public sector. Knowledge of service redesign, operating model change, or digital transformation. Familiarity with resident or customer experience improvement methodologies.
Personal Attributes: Strong leadership and influencing skills. Calm, resilient, and confident in managing ambiguity and change. Excellent communication skills, with the ability to explain complex issues clearly. Resident‑focused, pragmatic, and outcomes‑driven.
What We Offer: This is a dynamic and varied role offering the opportunity to work across multiple high‑profile programmes and make a tangible impact on the future of council services and the experience of residents.
Senior Programme Manager – Contact Centre & Smart – AR in City of London employer: Carrington Blake Recruitment
Contact Detail:
Carrington Blake Recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Programme Manager – Contact Centre & Smart – AR in City of London
✨Tip Number 1
Network like a pro! Reach out to people in your industry, especially those who work in local government or customer services. Attend events, join online forums, and don’t be shy about asking for informational interviews – you never know where a chat might lead!
✨Tip Number 2
Showcase your experience! When you get the chance to meet potential employers, be ready to discuss your past projects and how they relate to the role. Use specific examples of how you've led change or improved services to demonstrate your value.
✨Tip Number 3
Be proactive! If you see a job that fits, apply through our website. Don’t wait for the perfect moment; take the initiative to express your interest and highlight how your skills align with their needs.
✨Tip Number 4
Prepare for interviews by researching the organisation’s current challenges and goals. Tailor your responses to show how you can help them navigate change and improve resident experiences. Confidence is key, so practice makes perfect!
We think you need these skills to ace Senior Programme Manager – Contact Centre & Smart – AR in City of London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Programme Manager role. Highlight your experience in leading complex transformation programmes and how it aligns with our mission at StudySmarter.
Showcase Your Skills: Don’t just list your skills; demonstrate them! Use specific examples from your past roles that showcase your leadership, stakeholder management, and operational performance expertise. We love seeing real-world applications!
Be Clear and Concise: Keep your application clear and to the point. Avoid jargon and ensure your key achievements stand out. We appreciate straightforward communication, especially when it comes to complex issues.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets the attention it deserves. Plus, it makes the process smoother for both of us!
How to prepare for a job interview at Carrington Blake Recruitment
✨Know Your Programmes
Before the interview, dive deep into the specifics of the transformation programmes mentioned in the job description. Understand the SMART Reorganisation Programme and the Resident Experience Plan. Being able to discuss these initiatives confidently will show that you’re not just interested in the role but also invested in the council's mission.
✨Showcase Your Stakeholder Skills
Prepare examples of how you've successfully managed relationships with senior stakeholders in previous roles. Highlight your experience in navigating complex organisational environments and how you’ve provided clear, evidence-based advice. This will demonstrate your ability to act as a trusted advisor, which is crucial for this position.
✨Emphasise Change Management Experience
Be ready to discuss your experience with workforce change and how you've supported staff through transitions. Share specific strategies you’ve used to ensure effective communication and engagement during periods of change. This will illustrate your capability to lead and coordinate change management responses effectively.
✨Demonstrate a Resident-Focused Approach
Think about how you can translate strategic objectives into practical improvements that enhance resident experiences. Prepare to discuss any methodologies you’re familiar with regarding customer experience improvement. Showing that you prioritise residents in decision-making will resonate well with the interviewers.
