At a Glance
- Tasks: Lead operational performance strategy and ensure high-quality service delivery.
- Company: Not-for-profit organisation focused on fairness and exceptional service.
- Benefits: Generous pension, healthcare, learning opportunities, and social events.
- Other info: Flexible hybrid working with excellent career development opportunities.
- Why this job: Make a real impact in a supportive, diverse environment while driving continuous improvement.
- Qualifications: Experience in customer service management and strong analytical skills.
The predicted salary is between 40000 - 50000 £ per year.
At the heart of our not-for-profit organisation is a commitment and a motivation to make the future-saving experience a simple one for our members. We champion fairness and simplicity, not profit‑chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.
As a key member of the Customer Solutions leadership team, the Service Performance Manager will define and lead the operational performance strategy, ensuring business priorities, customer expectations and regulatory requirements translate into consistent, high‑quality delivery. You’ll combine strong analytical capability with the ability to translate complex data into clear, insight‑led narrative, supporting decision‑making, trustee reporting and the development of strategic papers. Using performance insight, customer feedback and trends, you’ll anticipate risk, inform decisions and drive continuous improvement. Acting as a bridge between frontline teams and senior leaders, you’ll also contribute to effective employee and customer communication and engagement, supporting Customer Solutions with clear, consistent communication plans.
Key Responsibilities:
- Set and oversee the operational performance framework for CE/CS, ensuring daily delivery aligns with broader service strategy, customer outcomes and regulatory requirements.
- Act as the strategic coordination point between CE/CS, Resource Planning and MI, ensuring short‑term decisions support long‑term capacity, capability and cost efficiency.
- Translate business demand, customer insight and operational constraints into clear performance priorities, risks and trade‑offs for Team Leaders and Heads of Service.
- Partner with Resource Planning to shape budgeting assumptions, short, medium‑and‑long‑term demand forecasts, FTE modelling and scheduling, ensuring plans reflect real operational drivers and future trends.
- Lead the interpretation and application of management information, ensuring performance data and customer insight are used to anticipate issues, identify opportunities and inform proactive decision‑making.
What we’re looking for:
- Proven experience managing day‑to‑day performance within a customer service or contact centre environment.
- Demonstrated ability to support and develop Team Leaders to deliver consistent service outcomes.
- Strong capability in managing and improving service levels, queues, and real‑time operational issues.
- Experience leading operational reviews (daily/weekly/monthly) and using performance data to drive decisions.
- Strong analytical skills with the ability to interpret demand, customer feedback, and performance metrics.
- Ability to identify trends, risks, and operational issues and escalate effectively.
What you can expect from us:
- Generous pension contributions with an employer contribution of up to 14%
- Real living wage
- Income protection, critical illness cover & death in service insurance
- Employee healthcare
- Parental and adoption leave
- Learning & development opportunities and study support
- Travel season ticket loans
- Volunteering days and charity payroll giving
- Onsite gym
- Social clubs and events
Disability Statement: People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. This role may support hybrid working. To make use of this arrangement, employees must have an appropriate home working environment, including a private workspace and reliable, secure high speed internet that enables them to perform their duties effectively. We are a disability committed employer, please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.
CS LT - Service Performance Manager in Crawley employer: People's Partnership
At People's Partnership, we pride ourselves on being a not-for-profit organisation dedicated to making a positive impact for our members. Our flexible, hybrid working culture fosters diversity and inclusivity, allowing employees to thrive while enjoying generous benefits such as a substantial pension contribution, healthcare support, and ample learning opportunities. Join us in a role where your contributions directly enhance service performance and customer satisfaction, all within a supportive and engaging environment.
StudySmarter Expert Advice🤫
We think this is how you could land CS LT - Service Performance Manager in Crawley
✨Tip Number 1
Get to know the company inside out! Research their values, mission, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios related to service performance management. Use the STAR method (Situation, Task, Action, Result) to structure your answers and highlight your achievements.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace CS LT - Service Performance Manager in Crawley
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in managing performance within customer service. We want to see how your skills align with our mission of delivering exceptional service.
Showcase Your Analytical Skills:Since the role requires strong analytical capabilities, include examples of how you've used data to drive decisions in previous roles. We love seeing how you can turn complex data into actionable insights!
Highlight Team Leadership Experience:Don’t forget to mention any experience you have in supporting and developing team leaders. We’re looking for someone who can bridge the gap between frontline teams and senior leaders, so share your success stories!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates during the process!
How to prepare for a job interview at People's Partnership
✨Know Your Numbers
As a Service Performance Manager, you'll need to demonstrate your analytical skills. Brush up on key performance metrics relevant to customer service and be ready to discuss how you've used data to drive decisions in the past. Bring examples of how you've interpreted complex data into actionable insights.
✨Showcase Your Leadership Style
This role involves supporting and developing Team Leaders, so be prepared to talk about your leadership approach. Share specific instances where you've successfully guided teams to improve service outcomes. Highlight your ability to communicate effectively with both frontline staff and senior leaders.
✨Understand the Bigger Picture
Familiarise yourself with the organisation's mission and values, especially their commitment to fairness and simplicity. Be ready to explain how your experience aligns with these principles and how you can contribute to making the customer experience better for everyone.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities. Think of scenarios where you've had to manage operational issues or improve service levels. Prepare to discuss how you identified trends, mitigated risks, and made decisions that positively impacted customer satisfaction.
