Tracking status of programme deliverables and milestones.Supporting the adoption of the project lifecycle and deliverables.Programme level risk and issue co-ordination.Co-ordination of the regular project and programme level reporting cycles.Co-ordination of project Governance arrangements, Post Project Reviews, Programme level workshops.Assisting the PMO Manager with defining and updating the project management processes, standards and governance.Ensuring project plans and project documentation are complete and up-to-date.Manage cross portfolio Lessons Learnt repository. Creating and implementing training for Project Support role. Managing cross portfolio Risks and Issues registerImplement project standards across all projects in the portfolio.Prepare consolidated material from project reports for monthly review.Monitoring projects against time, budget and quality standards.

• Lead and co-ordinate the Go-Live activities including the execution of the deployment Plans and checklists• Facilitating Weekly release meetings• Communicating release details and schedules to the Business as required• Facilitating daily stand ups• Measuring and monitoring progress to ensure application releases are delivered on time that they meet or exceed expectations• Communicate all key project plans, commitments, and changes• Managing risks and resolving issues that affect release scope, schedule and quality• Liaising with different business areas• Participating in CAB meetings to discuss release scope and/or roadblocks

• Monitoring and managing call volumes• Managing Qivox• Assigning work to agents• Updating spreadsheets• Issuing hourly performance to senior members• Taking inbound calls by agents and other areas of the business• Ensure resource is maximised• Ensure DG targets are met• Challenging agents behaviour

• Dept Management – dealing with a variety of customer, mainly venerable customers. • Receiving inbound calls• Dealing with complaints – finding resolution at first point of contact• Liaising with different departments within Severn Trent • Administration• Offering exceptional customer service