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- Tasks: Lead and manage teams to ensure high service quality and customer satisfaction.
- Company: Join Richmond & Wandsworth Councils, a leader in inclusive employment for all ages.
- Benefits: Enjoy 40 days annual leave, flexible working, and a generous pension plan.
- Why this job: Make a positive impact while driving innovation and excellence in service delivery.
- Qualifications: Strong leadership skills and experience in performance management are essential.
- Other info: We promote equality and diversity, welcoming applicants from all backgrounds.
The predicted salary is between 45500 - 61000 £ per year.
This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.
Salary Range: £55,399 - £69,947 per annum
Permanent Fulltime (36 hours)
Location: Civic Centre, Twickenham, Town Hall, Wandsworth
Are you a highly motivated, quality driven manager who strives for continuous improvement with a keen eye for monitoring performance and ensuring added value in all areas?
Objective of role
You will be working to ensure consistency, efficiency and high standards for all our stakeholders from our inhouse team and contracted providers working closely to analyse performance, innovate solutions and drive high levels of customer satisfaction. A strong understanding of quality assurance principles and practice will support your risk management process, whilst you lead with solutions to critical issues, building robust and reliable contingency plans fostering the 'Right first time' ethos of Facilities Management in service delivery. You will require the ability to proactively organise and manage a high workload with conflicting priorities in a dynamic and fast-moving work environment.
About the role
- Leadership and Management - the ability to lead, motivate and manage high performing teams, to challenge and innovate, with strong collaboration skills for internal and external representations.
- Driving continuous improvement through strong management.
- Excellent written and verbal communications skills to represent Facilities Management at Member and Senior level meetings.
- Experience - Highly organised, administrative and process driven Manager, who identifies opportunities for innovation and adoption of new working practices that align with changing business and service needs.
- Contract management, ensuring Health & Safety, environment standards and service delivery best practices are achieved.
- Performance Management - Experience in developing and implementing performance indicators across a range of service providers with clear objectives and outcomes.
- An understanding of Procurement and tender processes with a proven track record of managing awarded contracts of a high value.
Essential Qualifications, Skills and Experience
- Strong leadership and Management skills with the ability to inspire, motivate and challenge a diverse team to drive excellence in service delivery.
- Excellent understanding of Performance management, process re-engineering and service improvements for inhouse and external providers.
- Proven experience in managing a team to foster the development of positive working relationships with key stakeholders to achieve and raise Customer Satisfaction levels.
- Strong and Effective communication with excellent interpersonal and written skills for report writing and meeting presentations.
- Commitment to maintaining and driving improvements in service quality through process, innovation and operational needs.
- Experience of monitoring and reporting on budget performance, forecasting and financial management.
- Ability to organize and prioritise own workload despite conflicting priorities.
- Proficient IT skills, including Microsoft office.
If you are passionate about making a positive impact and thrive in a challenging yet highly rewarding environment, we would like to meet you.
Indicative Recruitment Timeline
- Closing Date: Sunday 29th June 2025
- Shortlisting Date: W/C 30th June 2025
- Interview Date: W/C 07th June 2025
We may close this vacancy early once a sufficient number of applications has been received. Please submit your application as soon as possible to avoid disappointment.
Useful Information
Richmond & Wandsworth Better Service Partnership are committed to making our recruitment practices as inclusive as possible for everyone. We are committed to promoting equality and diversity and developing a culture that values differences, recognising that employees from a variety of backgrounds bring important and positive contributions to the Councils and can improve the way we deliver services. We are proud to be a Disability Confident employer. If you require any reasonable adjustments throughout the recruitment and selection process, please let us know. We are also committed to safeguarding and promoting the welfare of children and young people/vulnerable adults and expect all staff and volunteers to share this commitment. Some posts may be exempted under the Rehabilitation of Offenders Act 1974 and as such appointment to these posts will be conditional upon the receipt of a satisfactory response to a check of police records via Disclosure and Barring Service (DBS).
We offer a wide range of benefits designed to attract, develop, and reward our employees such as 40 days annual leave (including Bank Holidays), flexible working and a generous pension plan.
Performance and Service Quality Manager employer: Richmond and Wandsworth Councils
Contact Detail:
Richmond and Wandsworth Councils Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Performance and Service Quality Manager
✨Tip Number 1
Familiarise yourself with the key performance indicators relevant to the role. Understanding how these metrics are used to measure success will help you demonstrate your knowledge during interviews and discussions.
✨Tip Number 2
Network with professionals in the facilities management sector. Engaging with others in the field can provide insights into current trends and challenges, which you can reference in your conversations with the hiring team.
✨Tip Number 3
Prepare examples of how you've driven continuous improvement in previous roles. Be ready to discuss specific situations where your leadership made a measurable impact on service quality or customer satisfaction.
✨Tip Number 4
Research Richmond & Wandsworth Councils' values and recent initiatives. Showing that you understand their commitment to equality, diversity, and service quality will set you apart as a candidate who aligns with their mission.
We think you need these skills to ace Performance and Service Quality Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your leadership and management skills, particularly in performance management and service quality. Use specific examples from your past experiences that demonstrate your ability to drive continuous improvement and manage high-performing teams.
Craft a Compelling Cover Letter: In your cover letter, express your passion for quality assurance and customer satisfaction. Discuss how your experience aligns with the job's objectives, particularly your understanding of procurement processes and contract management.
Highlight Relevant Experience: When detailing your work history, focus on roles where you developed performance indicators or managed contracts. Be specific about the outcomes of your initiatives and how they contributed to service delivery improvements.
Showcase Communication Skills: Since excellent written and verbal communication is essential for this role, ensure your application is well-structured and free of errors. Consider including examples of reports or presentations you've created that demonstrate your communication prowess.
How to prepare for a job interview at Richmond and Wandsworth Councils
✨Showcase Your Leadership Skills
As a Performance and Service Quality Manager, you'll need to demonstrate your ability to lead and motivate teams. Prepare examples of how you've successfully managed diverse teams in the past, focusing on how you inspired them to achieve high standards and drive continuous improvement.
✨Understand Performance Management Metrics
Familiarise yourself with key performance indicators relevant to service delivery. Be ready to discuss how you've developed and implemented these metrics in previous roles, and how they contributed to enhancing customer satisfaction and operational efficiency.
✨Communicate Effectively
Excellent communication skills are crucial for this role. Practice articulating your thoughts clearly and concisely, especially when discussing complex topics like contract management or performance reporting. Consider preparing a brief presentation to showcase your communication style.
✨Demonstrate Problem-Solving Abilities
Prepare to discuss specific challenges you've faced in previous roles and how you approached solving them. Highlight your innovative solutions and how they led to improved service quality or operational processes, aligning with the 'Right first time' ethos.
