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Business Change and Project Manager
England, West Midlands, Coventry - £33,500 - £36,500 per annum

Posted: 19/04/17

Business Change and Project Manager
Coventry City Centre
6 Month Contract
Salary Range £33,561 to £36,684

As Business Change and Project Manager you will be responsible for the delivery of improvement or change projects, ensuring that staff and customers are considered at the heart of every project. You will work closely with the Senior Customer Services Management team to identify and implement necessary changes to enable the company to perform to its optimum ability, ensuring the best customer experience for all customers.

Managing and delivering change projects across the company from inception through to completion, you will guide and support departments on the delivery of their own changes and improvements.

You must have outstanding project and change management skills, the ability to gain and maintain stakeholder buy-in whilst taking stakeholders through the journey. You must have the ability to work under pressure to meet the needs and challenges of this demanding role. A proven track record of successfully delivering business change and improvement projects, with sound knowledge project management, organisational change and continuous improvement, along with the associated tools and techniques..

Main Duties and Responsibilities
*Work with Senior Key Stake holders to lead the development and implementation of a variety of quality kite marks such as ISO 9001:2015 and Customer Service Excellence - focusing on innovation and improvement across the whole customer journey
*Work across the company embedding the ethos of customer experience as a number one priority and build and nurture a customer care culture
*Be responsible for successful delivery of high-profile projects, embedding appropriate project management and change management methodology
*Act as point of contact between different departments within the company and relevant third parties, providing advice and guidance on the delivery of changes and improvements both company wide and departmentally
*Influence key decision makers at all levels of the organisation, be pro-active, flexible and resilient
*Conduct horizon scans to identify and highlight areas which would benefit from development and improvement activity to support strategic aims
*Develop and implement appropriate communications and engagement plans to support project delivery
*Lead and support the transfer of knowledge and development of internal capability in project management and business improvement
*Identify future opportunities for business change and improvement through the analysis of data, feedback from key stakeholders and contacts, and other sources.
*Communicate customer service and experience strategies and objectives with relevant departments and colleagues, gaining and maintaining stakeholder buy-in
*Identify any risks regarding changes and develop a strategy to overcome or address these perceived barriers
*Implement any changes sensitively and with minimal disruption
*Create a system to evaluate the success of any adjustments made within the organisation and present any findings
*Ensure the company runs in a compliant manner in line with our Quality Management System, certificated by ISO 9001:2008
*Work closely with key stakeholders within the business, supporting the getting it right first time approach and
*Keep abreast of the new products and services introduced by the company
*Updates job knowledge by participating in opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
*Network and build effective working relationships across the company
*Act as an ambassador for the Department and demonstrate role-model behaviours

AND such other duties as are within the scope and spirit of the job purpose, the title of the post and it's grading.


This is a new and exciting role in a new and dynamic organisation. You will bring a track record of relevant achievement along with enthusiasm to work as part of a team to secure the success of a new venture.

*Degree in a relevant subject
*Project Management Qualification
*Proven, demonstrable experience of working in a similar role either in business change or project management
*Management of change
*Excellent oral communication skills
*Excellent IT and analysis skills including process flowchart software such as Visio
*Planning and staffing experience
*Excellent presentation and written communication skills
*Planning and staffing experience
*Excellent presentation and written communication skills
*Ability to communicate with customers, staff and visitors at all levels in a polite, calm, reassuring yet assertive manner
*Ability to influence
*Resilient personality with politeness, confidence, tact and diplomacy while dealing with complex problems
*Strong management skills, i.e. decision making, fair and consistent holistic view and weighing options; motivational
*Ability to communicate, promote and motivate others to achieve common goals;
*Innovative and creative to be able to improve customer service in the College holistically
*Willingness to travel if required
*Ability to work flexibly to meet the needs of the service provided

*Change Management qualification
*QMS qualification Customer service experience developed within a Retail or Higher Education setting
*Development of Quality Management systems Experience in Process Improvement
*Experience in delivering and communicating change
*Emphasizing Excellence
*Helpdesk experience

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