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For Companies At a Glance
- Tasks: Lead operational performance strategy and enhance customer service delivery.
- Company: Join a not-for-profit organisation that prioritises people over profit.
- Benefits: Generous pension, healthcare, learning opportunities, and flexible hybrid working.
- Why this job: Make a real impact on customer experiences while growing your career.
- Qualifications: Experience in managing customer service performance and developing teams.
The predicted salary is between 45000 - 55000 ÂŁ per year.
Do you want a rewarding career with a growing organisation where people come first?
About People’s Partnership
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.
What you'll be doing
As a key member of the Customer Engagement leadership team, the Service Performance Manager will define and lead the operational performance strategy—turning business priorities, customer expectations and regulatory requirements into consistent, high-quality day-to-day delivery. You’ll strike a balance between maintaining strong operational control today and using insight to prepare for future demand, ensuring performance remains resilient, agile and forward-focused. Acting as a critical bridge between frontline teams, Resource Planning, MI and senior leaders, you’ll use real-time data, customer feedback and performance insight to anticipate risk, inform decisions and drive continuous improvement. Through robust performance governance, scenario planning and incident leadership, you’ll enable confident decision-making, protect customer outcomes and support the long-term evolution of our service.
- Set and oversee the operational performance framework for Customer Engagement, ensuring daily delivery aligns with broader service strategy, customer outcomes and regulatory requirements.
- Act as the strategic coordination point between Customer Engagement, 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 Managers 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 managers to deliver consistent service outcomes.
- Strong capability in managing and improving service levels, queues, and real-time operational issues.
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”.
Customer Engagement LT - Service Performance Manager in Crawley employer: People's Partnership
Contact Detail:
People's Partnership Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Engagement LT - Service Performance Manager in Crawley
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and how they align with yours. This will help you answer questions confidently and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice your responses to common interview questions. Use the STAR method (Situation, Task, Action, Result) to structure your answers. This will help you articulate your experiences clearly and effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can leave a lasting impression and keep you top of mind. Plus, it shows your enthusiasm for the role and the company.
We think you need these skills to ace Customer Engagement 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 environments. We want to see how your skills align with our mission of delivering exceptional service.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve improved service levels or resolved operational issues. We love seeing quantifiable results that demonstrate your impact!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured application that makes it easy for us to see your qualifications at a glance.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at People's Partnership
✨Know the Company Inside Out
Before your interview, take some time to research People’s Partnership. Understand their mission, values, and the services they offer. This will not only help you answer questions more effectively but also show your genuine interest in the organisation.
✨Prepare for Scenario-Based Questions
Given the role's focus on operational performance and customer engagement, be ready to discuss specific scenarios where you've successfully managed service levels or improved performance. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Showcase Your Leadership Skills
As a Service Performance Manager, you'll need to support and develop managers. Be prepared to share examples of how you've led teams, resolved conflicts, or driven continuous improvement in previous roles. Highlight your ability to balance operational control with strategic foresight.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that demonstrate your understanding of the role and the company. Inquire about their approach to performance governance or how they anticipate future customer demands. This shows you're thinking ahead and are genuinely interested in contributing to their success.