Project Manager

Our Vacancy

We are currently advertising for the above role internally and externally. 

We want to remove any barriers for colleagues so that you can take equal part in the recruitment process. If you need any reasonable adjustments, please let us know so that we can discuss your needs. 

About Peabody

Since 1862, we’ve worked to build strong communities and help people thrive. As part of our transformation, we’re putting resident needs first — rethinking services from the outside in, and making every interaction more accessible, responsive, and joined up.

Role Context

This is a pivotal role in our Contact Centre & Complaints Directorate. You'll lead the implementation of our new Genesys Cloud platform — a key enabler for delivering better resident experiences across voice, chat, and digital. Working across Peabody, you’ll connect the dots between our service ambitions and what residents actually need, using outside-in service design principles to reduce effort and drive satisfaction.

You’ll also be responsible for managing business change across impacted teams and supporting colleagues through adoption, while directly leading a small team to deliver success.

Purpose of Role

You’ll lead the project to embed and evolve Genesys Cloud, ensuring it enables seamless journeys, efficient contact centre operations, and real improvements to how residents experience our services. This includes business change delivery, stakeholder engagement, and hands-on line management of the product and knowledge functions within the team.

Key Responsibilities    

• Lead end-to-end project delivery of the Genesys Cloud platform.
• Align design and delivery to real resident journeys and feedback, reducing friction and failure demand.
• Drive the business change programme that supports service adoption and process transition.
• Provide clear leadership to direct reports, supporting development and accountability.
• Build strong cross-functional relationships with colleagues, IT, and transformation leads.
• Ensure the platform supports front-line teams to do their best work.
• Monitor delivery performance, risks, and outcomes, sharing insights and lessons learned.

Skills/Experience Required

• Experience leading complex contact centre or digital transformation projects.
• Skilled in business change delivery — able to embed new ways of working and support transition.
• Proven experience in line management and team leadership.
• Deep understanding of omnichannel design, ideally Genesys Cloud.
• Track record of aligning services to customer journeys and needs.
• Confident communicator, with excellent stakeholder engagement skills.
• Comfortable working in Agile or Waterfall environments.
• Passion for excellent service, inclusion, and getting it right for residents.

Working Pattern: Hybrid – up to 3 days from home. More time in the office expected during initial months to build relationships, understand systems, and engage with key teams.

Are you ready to apply? 

If you have any questions about this role, please email Talent Specialist, Tanisha at tanisha.johnson@peabody.org.uk

We may close this advert before the advertised closing date, depending on the number of applications received. 

Interviews will be taking place week commencing 14 July 2025

Colleagues who are at risk of redundancy need to state this on their application as they will be given priority consideration above other applicants.

Please note, if you are currently on legacy Aldwyck or legacy Catalyst Terms & Conditions, and are successful in your application, you will automatically be transferred to the new Peabody Terms & Conditions. Additionally, if you move to a Peabody role on a secondment basis, your Terms & Conditions will not change.