Project Lead

1 month ago

London, United Kingdom Alexander Mann Solutions for Public Sector Resourcing Full time

**Project Lead - Inside IR35**

**Contract Term: 12 months (with possible extension)**

**Contracting Authority: Cabinet Office - Government Property Agency**

**Location: Hybrid Working - 2-3 days per week office based - London (this may increase to 5 days per week depending on business needs)**

Government Property Agency

The Government Property Agency is changing the way the Civil Service works. We are at the forefront of the Government's transformation agenda and reshaping the relationship civil servants have with their place of work.

We are responsible for delivering the Government’s Estates Strategy. We manage the Government’s property assets including delivering major programmes to build and refurbish buildings and drive more flexible smarter working practices to improve productivity and well-being. We are the landlord for government departments: we provide strategic property advice, and we are a property service provider.

We have a simple mission: to work with Departments to create great places to work for civil servants, in turn enabling them to deliver excellent public services.

**Job Purpose**:
As a Customer Experience Project Lead, your responsibility will be to deliver the customer experience workstream and activities across a variety of projects.

The role will lead on supporting GPA clients in their preparation and move to a smarter working office environment and ensure their people have the best customer experience and realise the full benefits of a great place to work. The role will be required to deliver Customer Experience activities across GPA programmes and projects. Working closely with the team, your wider GPA colleagues, delivery partners and clients you will lead on the delivery of your portfolio.

**As a Project Lead, your main responsibilities would be to**:

- Support the development and continuous improvement of products and processes for the Customer Experience Framework that will help GPA Clients to transition to a smarter working environment and realise the full benefits of a great place to work.
- Lead the customer experience work-stream across project lifecycles.
- Represent the customer experience work-stream at project meetings, providing activity-based progress reports and escalating emerging issues to mitigate project risk.
- Support Client Solutions and Project Teams during the engagement process, building strong relationships with clients at an early stage and where necessary educating them on the different aspects of a smarter / hybrid working environment and the customer experience. Lead customer experience related client engagement throughout the project lifecycle.
- Deliver discovery activities to help develop a clear understanding of Client business and current ways of working, using customer insight from satisfaction surveys and Leesman Workplace Experience surveys to challenge the status quo when required.
- Gather and baseline client smarter working and building occupation readiness data to help plan and prepare individual client workplace strategies and transition plans and scope where additional support is required.
- Support and guide clients with their preparation for a smarter working/hybrid environment and building occupation through change management and business readiness activities, where necessary drawing upon the expertise within GPA and the Client organisation.
- Lead on activities to instill and build community amongst client organisations and customers within the workplace and the local community.
- Lead on activity to ensure a great day one experience and that customers are inducted into new spaces and feel informed, comfortable and confident in using those spaces, drawing upon expertise and resources from across GPA, Clients and our delivery partners.
- Lead the post occupation care and support process, using customer insight surveys and post occupation evaluation activities to assess and improve the customer experience offer and standards.

**You’ll have**:

- Broad grasp of key strategic issues of workplace transformation and or Smarter/Hybrid Working.
- Comprehensive knowledge of strategies to implement and embed Smarter/Hybrid working
- Change management methodologies to provide credible advice and guidance to GPA clients.
- Good understanding of project management and / or change management with a recognised qualification.
- Experience delivering presentations; facilitating virtual meetings and face to face workshops to clients and customers.
- Engagement, communication and negotiation with complex and multiple stakeholders
- Delivering customer soft landings activities such as building familiarisation and induction activities.
- Using customer insight and data analysis, action planning and continuous improvement
- Working in a project or property environment.

**If this role Project Lead sounds like something that you would be interested in, please click the link to apply.**

**Should you require reasonable adjustments at any po

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