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 simplicity.
- Benefits: Generous pension, healthcare, learning opportunities, and flexible hybrid working.
- Other info: Diverse workplace with a commitment to equality and employee wellbeing.
- Why this job: Make a real impact in customer solutions while developing your career.
- Qualifications: Experience in customer service management and strong analytical skills.
The predicted salary is between 40000 - 50000 £ per year.
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 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.
- 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”.
Service Performance Manager - Customer Solutions in Crawley employer: People's Partnership
People’s Partnership is an exceptional employer that prioritises fairness and simplicity, creating a supportive environment for its employees. With a flexible hybrid working approach, generous benefits including a substantial pension contribution, and a strong commitment to employee development, we empower our team members to thrive both personally and professionally. Our inclusive culture fosters collaboration and engagement, making it a rewarding place to work for those seeking meaningful contributions in the customer solutions sector.
StudySmarter Expert Advice🤫
We think this is how you could land Service Performance Manager - Customer Solutions in Crawley
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show them you’re not just another candidate; you’re genuinely interested in their mission and values.
✨Tip Number 3
Practice your answers to common interview questions, but keep it natural. We want you to sound confident and authentic, not like you’re reading from a script!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. And remember, apply through our website for the best chance!
We think you need these skills to ace Service Performance Manager - Customer Solutions in Crawley
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Service Performance Manager role. Highlight your experience in managing performance within customer service environments, and don’t forget to mention any relevant analytical skills you have!
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your ability to improve service levels and manage operational issues. Use numbers and data where possible to make your successes stand out!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and ensure your narrative is easy to follow. This will help us see your thought process and how you can contribute to our team.
Apply Through Our Website:We encourage you to submit your application 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 to do!
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.
✨Anticipate Challenges
The job requires you to identify trends and risks proactively. Think about potential challenges in the customer service landscape and how you would address them. Prepare to discuss how you've previously anticipated issues and implemented solutions that led to continuous improvement.
✨Align with Their Values
People’s Partnership is all about fairness and simplicity. Familiarise yourself with their mission and values, and be ready to explain how your personal values align with theirs. This will show that you're not just a fit for the role, but also for the organisation's culture.
