At a Glance
- Tasks: Lead operational performance strategy and ensure high-quality service delivery.
- Company: Join a not-for-profit organisation committed to fairness and exceptional service.
- Benefits: Generous pension, healthcare, learning opportunities, and flexible hybrid working.
- Other info: Diverse workplace with a focus on employee well-being and career growth.
- Why this job: Make a real impact on customer experiences while developing your leadership skills.
- Qualifications: Experience in managing performance in customer service environments.
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 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.
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.
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.
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”.
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 creating a fair and simple experience for our members. Our flexible, hybrid working culture fosters diversity and encourages personal growth, while our generous benefits package—including substantial pension contributions, healthcare support, and learning opportunities—ensures that our employees feel valued and empowered to thrive in their roles. Join us in making a meaningful impact through exceptional service and a commitment to continuous improvement.
StudySmarter Expert Advice🤫
We think this is how you could land Service Performance Manager in Crawley
✨Tip Number 1
Network like a pro! Reach out to current employees at People’s Partnership on LinkedIn or through mutual connections. A friendly chat can give you insider info and might just get your foot in the door.
✨Tip Number 2
Prepare for the interview by understanding their mission. Dive deep into how they champion fairness and simplicity. Show them you’re not just about the job, but that you genuinely care about their values and goals.
✨Tip Number 3
Practice your STAR technique for answering competency questions. Think of specific situations where you’ve managed performance or improved service levels. This will help you stand out as someone who can deliver results.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re serious about joining the team at People’s Partnership.
We think you need these skills to ace 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 Achievements:Don’t just list your responsibilities; share specific examples of how you’ve improved service levels or resolved operational issues. We love seeing real 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.
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 Your Numbers
As a Service Performance Manager, you'll be dealing with data and performance metrics. Brush up on relevant KPIs and be ready to discuss how you've used data to drive improvements in previous roles. This shows you understand the importance of metrics in decision-making.
✨Showcase Your Leadership Skills
You'll need to support and develop managers, so prepare examples of how you've successfully led teams in the past. Think about specific challenges you faced and how you helped your team overcome them. This will demonstrate your capability in managing and improving service levels.
✨Understand the Business
Familiarise yourself with People's Partnership's mission and values. Be ready to discuss how your experience aligns with their commitment to fairness and simplicity. Showing that you resonate with their ethos can set you apart from other candidates.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle real-time operational issues. Prepare scenarios where you've had to make quick decisions based on customer feedback or performance data. This will highlight your agility and forward-focused mindset.
