At a Glance
- Tasks: Lead operational performance strategy and ensure high-quality service delivery.
- Company: Not-for-profit organisation focused on fairness and exceptional customer service.
- 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 in customer service while developing your leadership skills.
- Qualifications: Experience in managing performance in customer service or contact centre environments.
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 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
Service Performance Manager employer: People's Partnership
At People's Partnership, we pride ourselves on being a not-for-profit organisation dedicated to delivering exceptional service while championing fairness and simplicity. Our flexible, hybrid working culture fosters diversity and personal growth, allowing employees to thrive in their roles as they contribute to meaningful outcomes for our members. With generous benefits such as substantial pension contributions and comprehensive health coverage, we ensure that our team feels valued and supported in their professional journey.
StudySmarter Expert Advice🤫
We think this is how you could land 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 makes perfect! Do mock interviews with friends or use online resources to get comfortable with common questions. The more you practice, the more confident you'll feel when it’s time to shine.
✨Tip Number 4
Don’t forget to apply through our website! We love seeing applications directly from candidates who are excited about joining us. Plus, it shows you’re genuinely interested in being part of our team.
We think you need these skills to ace Service Performance Manager
Some tips for your application 🫡
Show Your Passion for Service:When writing your application, let your enthusiasm for customer service shine through. We want to see how you connect with our mission of fairness and simplicity, so share any relevant experiences that highlight your commitment to exceptional service.
Tailor Your Application:Make sure to customise your application to reflect the specific skills and experiences mentioned in the job description. We’re looking for someone who can manage performance effectively, so highlight your relevant achievements in similar roles.
Use Clear and Concise Language:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and ensure your key points about operational performance and customer engagement are easy to understand.
Apply Through Our Website:Don’t forget 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 shows you’re keen on joining our team!
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 key performance indicators relevant to customer service and be ready to discuss how you've used data to drive improvements in past roles.
✨Showcase Your Leadership Skills
This role involves supporting and developing managers. Prepare examples of how you've successfully led teams or improved service outcomes. Highlight your ability to balance operational control with strategic foresight.
✨Understand the Company Culture
People’s Partnership values fairness and simplicity. Familiarise yourself with their mission and values, and think about how your personal values align. Be ready to discuss how you can contribute to their not-for-profit ethos.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and ability to handle real-time operational issues. Think of specific scenarios where you've had to make quick decisions based on data or customer feedback, and be prepared to share those stories.
