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Hertfordshire
£39k-43k
A Program Lead is needed to oversee the administration team responsible for ensuring the successful execution of electrical testing work programs, primarily within the social housing sector. The role requires strong leadership, effective program management, and regular engagement with clients as the primary contact for contractual inquiries and issues.
Duties & Responsibilities for Program Lead
- Ensure adherence to client programs and schedules by managing the Administration team effectively.
- Attend weekly and ad-hoc client meetings alongside the Electrical Testing Manager.
- Serve as the main point of contact for client queries and relay internal queries when necessary.
- Provide direct line management for the Testing Administration Team, fostering a high-performance culture and supporting employee development.
- Coordinate internally to ensure client queries are properly addressed, maintaining ownership of issues until resolution.
- Manage the complaints procedure from start to finish.
- Monitor policy adherence related to appointment scheduling, resident communication, and access protocols.
- Contribute insights to the monthly Board report for the Testing department.
- Track compliance data and maintain accurate reporting via Power BI dashboards.
- Ensure the proper utilization and consistent data management of OneServe.
- Proven experience in delivering structured work programs and meeting KPIs with a results-oriented approach.
- Strong customer focus with excellent client relationship management skills.
- Experience in team leadership and people management, with a track record of cultivating high-performance teams.
- Comfortable using technology for data analysis, communication, and reporting.
- Analytical mindset with proficiency in data interpretation using Excel, Power BI, or similar tools.
- Excellent stakeholder management skills, both internally and externally.
- Strong verbal and written communication skills.
- Organized and methodical, with high attention to detail.
- Collaborative approach to problem-solving and teamwork.
Rob Utilise Recruitment
