Senior Project Manager

Senior Project Manager - Customer Service & Case Management Transformation

Location: Durrington, West Sussex Day Rate: £650-£750 per day (Inside IR35)Contract: 6 months initially, scope for up to 2 years - hybrid working arrangements Start Date: ASAP

We are seeking an experienced Senior Project Manager to lead the delivery of major case management and customer service transformation programmes. This is a pivotal role focused on improving customer journeys, enhancing operational efficiency, and ensuring regulatory compliance through the implementation of modern case management platforms, workflow automation and data-driven service processes.

The ideal candidate will have deep expertise in customer service transformation within regulated environments, strong leadership across business and technical teams, and a proven track record of delivering complex digital change programmes.

Key Responsibilities

Programme & Delivery Leadership

• Lead end-to-end delivery of case management transformation programmes, from discovery and requirements through to deployment, adoption and continuous improvement.
• Build and manage programme plans, budgets, risks, dependencies and governance frameworks.
• Ensure alignment with regulatory obligations (e.g., Ofwat commitments, GSS requirements) and wider customer experience strategies.

Customer Service Transformation

• Oversee the design and implementation of customer workflows, interaction processes and service-level frameworks.
• Drive improvements across complaint handling, vulnerability management, billing enquiries, operational incidents and multi-channel customer interactions.
• Ensure solutions deliver consistent, transparent and auditable outcomes for customers.

Technology & Systems Integration

• Manage delivery of case management platforms and integrations with CRM, billing, field operations, asset management and data analytics systems.
• Coordinate cross-functional teams across IT, Digital, Operations, Customer Service and external partners.
• Oversee testing cycles, data migration, UAT and go-live readiness activities.

Stakeholder Engagement & Change Management

• Act as a key point of contact for senior leaders, operational teams, technology partners and regulatory stakeholders.
• Lead change management activities including comms, training and process redesign.
• Facilitate workshops, steering groups and governance forums to maintain momentum and alignment.

Performance, Insight & Continuous Improvement

• Develop KPIs and reporting frameworks to track service performance, resolution efficiency, customer satisfaction and compliance.
• Ensure data accuracy, transparency and traceability within customer service processes.
• Support benefits realisation planning and drive measurable improvements in customer experience and operational efficiency.

Skills & Experience

Essential

• Extensive experience delivering customer service or case management transformation within utilities, public sector or regulated industries.
• Strong understanding of customer service operations, complaint handling and end-to-end case lifecycle management.
• Proven ability to manage multi-million-pound programmes with complex stakeholder environments.
• Experience in digital transformation, workflow automation and CRM/case management platforms.
• Excellent communication, facilitation and senior stakeholder management skills.
• Knowledge of project delivery methodologies (e.g., PRINCE2, Agile, MSP).

Desirable

• Experience within the UK water industry and familiarity with Ofwat expectations.
• Knowledge of CRM and case management technologies such as Salesforce, Microsoft Dynamics or ServiceNow.
• Understanding of vulnerability strategies, customer segmentation and service assurance frameworks.
• Professional certifications (APM, PMP, MSP, etc.).

Personal Attributes

• Customer-centric mindset with a passion for improving service delivery.
• Strong leadership presence and the ability to influence at all levels.
• Analytical, strategic thinker with the ability to translate insight into delivery.
• Collaborative, resilient and comfortable working in complex organisational environments.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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