At a Glance
- Tasks: Lead operational performance strategy and ensure high-quality service delivery.
- Company: Join a not-for-profit organisation that prioritises people over profit.
- Benefits: Generous pension contributions, real living wage, and income protection.
- Other info: Flexible hybrid working approach with opportunities for personal growth.
- Why this job: Make a real impact on customer experiences while developing your leadership skills.
- Qualifications: Experience in managing performance in customer service or contact centre environments.
The predicted salary is between 50000 - 60000 € 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
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 employer: People's Partnership
At People’s Partnership, we prioritise our employees and foster a culture of fairness and simplicity, making us an exceptional employer in the not-for-profit sector. With a flexible hybrid working approach, generous pension contributions, and a commitment to employee growth, we empower our team members to thrive while delivering outstanding service to our members. Join us in creating a meaningful impact where everyone can succeed together.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Engagement LT - Service Performance Manager
✨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 values. Understand their mission and how your skills align with their goals. This will help you stand out as someone who truly gets what they’re about.
✨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 confidently.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can leave a lasting impression and show 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 Customer Engagement LT - Service Performance Manager
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 quantifiable results that demonstrate your impact!
Be Authentic:Let your personality shine through in your application. We’re looking for individuals who are not only skilled but also passionate about making a difference in the customer experience. Be yourself!
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This helps us keep track of your application and ensures you’re considered for the role you’re excited about!
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 how they prioritise customer engagement. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Prepare Real-Life Examples
Think of specific instances from your past experience where you've successfully managed performance in a customer service environment. Be ready to discuss how you’ve used data and feedback to drive improvements, as this aligns perfectly with what they’re looking for.
✨Showcase Your Leadership Skills
As a Service Performance Manager, you'll need to support and develop others. Prepare to talk about your leadership style and how you've helped teams achieve consistent service outcomes. Highlight any experience you have in coaching or mentoring.
✨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 current challenges in customer engagement or how they measure success in service performance. This shows you're thinking ahead and are genuinely interested in contributing.
