FM Performance and Service Quality Manager - TW1 3BZ in Twickenham

Job Introduction

Salary Range: £57,172 - £72,185 per annum

Permanent – Fulltime (36 hours)

Location: Civic Centre, Twickenham, Town Hall, Wandsworth

Are you a highly motivated, quality driven experienced manager who strives for continuous improvement with a keen eye for monitoring performance and ensuring added value in all areas of Facilities Management? You will be working to ensure consistency, efficiency and high standards for all our stakeholders from our in-house team and contracted providers working closely to analyse performance, innovate solutions and drive high levels of customer satisfaction within two local authority settings.

A strong understanding of quality assurance principles and practice will support your risk management process, whilst you lead with modern 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, being visible and proactive with building robust customer relationships.

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.
• 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 with local authority experience or equivalent. Contract management, ensuring Health & Safety, environmental standards and service delivery, best practices are achieved. Relevant experience in multiple areas of Facilities Management covering both traditional hard and soft services.
• 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 and to think ‘outside of the box’ in delivering service improvements.
• Excellent understanding of performance management in Local Authorities or equivalent, process re-engineering and service improvements for in-house and external providers, using KPIs, SLAs.
• 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, with experience of presenting at a senior level.
• 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 organise and prioritise own workload despite conflicting priorities.
• Proficient IT skills, including Microsoft Office and an understanding of how AI works to drive efficiencies in key areas of service delivery.

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 30th November 2025
• Shortlisting: Week commencing 01st December 2025
• Interview Date: To be confirmed

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.