Customer Service Project Manager

3 days ago

Leicestershire, United Kingdom PA Housing Full time

Location: Hybrid: London, Surrey or Midlands
Fixed Term
Do you thrive in a fast-paced environment where your projects directly improve the customer experience?

Join us as our new Customer Services Projects Manager and play a pivotal role in shaping high-impact initiatives, driving service excellence, and supporting meaningful engagement with our residents.

You’ll lead on major programmes such as Your Details Matter, TSM compliance, and inspection readiness, turning insight into real improvements. Alongside this, you’ll manage a small but dynamic team and support the development of our annual communications plan; all while ensuring we meet regulatory expectations and deliver against our Resident Strategy.

This isn’t your typical project management role, it’s an opportunity to make things genuinely better for our customers, influence key decisions, and help shape the future of our Customer Services Directorate.

This is a fixed term contract running for 6 months.

High street discount schemes
~ Health cash plans
~26 days’ annual leave, increasing to 29 after three years, with the opportunity to buy more
~ Flexible bank holidays – take them when it suits you
~ Car leasing scheme
~ Hybrid working – offering you the flexibility to thrive in your role. You'll have the opportunity to blend the best of both worlds, spending approximately two to three days per week in the office once settled in the role. This is flexible and depends on meeting cycles and board activity. Manage and deliver strategic projects, including Your Details Matter, TSM compliance, and inspection readiness activities.
Drive procurement, policy development, risk management, and other improvement projects.
Line-manage a Project Officer and Content Curators, setting objectives and supporting performance.
Prepare, quality-assure, and present Customer Services Leadership Team reports for EMT, Board, and wider committees.
Act as a key liaison with internal teams, residents, contractors, and external partners.
Ensure regulatory alignment, identify risks early, and implement effective mitigation strategies.

We’re looking for someone who brings a mix of strategic thinking, strong organisation, and the confidence to drive projects forward. Experience managing projects in a housing or regulated environment.
A solid understanding of housing policy, compliance frameworks, and customer service operations.
The ability to analyse data and produce clear, insightful reports — Power BI experience is especially helpful.
Good Excel skills and familiarity with CRM systems, workflows, and housing management systems such as NEC or Northgate.
CIH Level 4 or above (or working towards a housing qualification).

At PA Housing, we believe in respect, integrity, and accountability. We know where you are if we need your support so please do not contact us.

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