Customer Operations Programme Manager

Consortium of Lesbian, Gay, Bisexual and Transgender Voluntary and Community Organisations Limited; Manchester; Hybrid; GBP 45,000 - 62,000; Full time

Job summary

A prominent community organisation is seeking a Customer Operations Programme Manager to lead the Home Ownership team in either London or Manchester. This hybrid role prioritizes customer experience and journey mapping, demanding strong programme oversight and stakeholder collaboration. The ideal candidate will have extensive programme management experience, a solid understanding of customer frameworks, and excellent communication skills. The position offers a competitive salary and encourages a diverse and inclusive work environment.

Benefits

Competitive salary

Diverse and inclusive workplace

Qualifications

• Significant experience in managing multiple programmes in parallel.
• Strong understanding of project and programme governance.
• Experience in customer journey mapping or service improvement frameworks.

Responsibilities

• Lead the operational execution of activities for the Home Ownership team.
• Analyze customer insights to improve end-to-end customer experiences.
• Build trusted relationships with key stakeholders and produce insightful reports.

Skills

Customer experience

Journey mapping

Project governance

Communication

Collaboration

Job description

Highlighted points for this job

Hybrid location: London or Manchester

Contract Type: Fixed Term until November 2026

36 hours per week

Focus on customer experience and journey mapping

Closing date: Monday 19th January 2026

Location: Hybrid/London or Manchester
Salary: London - £48,987 - £61,234 per annum / National - £45,168 - £56,461 per annum
Hours: 36 per week
Contract Type: Fixed Term Contract until November 2026

We're looking for a Customer Operations Programme Manager to take the operational lead for our Home Ownership team, playing a pivotal role in driving performance across the department. This role sits at the heart of the team, leading on the coordination of activities, with responsibility for managing, tracking and reporting on progress to ensure actions are delivered on time and performance is clearly understood at all levels.

A strong focus on customer experience will be central to this role. You'll use customer insight and journey mapping to understand end-to-end experiences, identify pain points and opportunities for improvement, and ensure operational activity is aligned to delivering positive, consistent outcomes for customers.

You’ll provide strong programme oversight, with customer needs at the forefront of every decision, you'll bring structure and clarity to complex activity, ensuring performance remains visible, meaningful and actionable.

Working closely with key stakeholders, you'll build trusted relationships that enable effective collaboration. Producing clear, engaging and insightful reports will be a core part of the role, helping teams understand priorities, progress and performance at a glance.

You’ll bring significant experience of managing multiple programmes in parallel, alongside a strong understanding of project and programme governance. Experience of customer journey mapping, service improvement or customer experience frameworks will be key, alongside the ability to communicate clearly, influence effectively and collaborate across teams. A keen eye for detail, combined with experience of working to brand guidelines and internal standards, will ensure everything you deliver is consistent, high-quality and impactful.

If you thrive in a fast-paced environment and enjoy bringing momentum, structure and assurance to complex operations while improving customer journeys, this is an excellent opportunity to make a meaningful difference.

If this sounds like an opportunity for you, then please review the full role profile and behaviours before applying.

Salaries are just the starting point. Here at Clarion, we're dedicated to rewarding hard work and commitment, and providing benefits that support you and your lifestyle - dive in and find out more.

At Clarion Housing Group, we support the responsible use of AI.

Closing Date: Monday 19th January 2026 at midnight.

Interviews will take place in early February 2026.

This is a hybrid role with a base location at our offices in London or Manchester. Candidates will be expected to work from the office at least 2 days a week.

If you live outside the M25, your salary will be based on your location and aligned to the National pay scale.

You must be eligible to work in the UK to apply for this vacancy; Clarion are not able to offer visa sponsorship. You are required to reside in England or Wales for the duration of your employment.

Applicants must be able to travel across the region as required.

This vacancy may close without notice.

Diversity and Inclusion

We want Clarion to be a workplace where everyone feels valued, can be themselves and know they can reach their full potential. We embrace and celebrate our differences through various initiatives and support colleagues through a number of staff networks.

We're committed to building a strong, diverse workforce and making Clarion an inclusive place to work.

If this job opportunity is not suitable, then check out the other LGBT friendly jobs across UK!