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 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 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
Service Performance Manager - Customer Solutions employer: People's Partnership
At People’s Partnership, we pride ourselves on being a not-for-profit organisation dedicated to making a positive impact for our members. Our flexible, hybrid working culture fosters diversity and encourages personal growth, while our commitment to fairness ensures that every employee can thrive in a supportive environment. With generous benefits like substantial pension contributions and comprehensive health coverage, we offer a rewarding career path for those looking to make a meaningful difference in customer solutions.
StudySmarter Expert Advice🤫
We think this is how you could land Service Performance Manager - Customer Solutions
✨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, but keep it natural. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your achievements effectively.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick 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 Service Performance Manager - Customer Solutions
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 analytical skills you have that relate to interpreting data and driving decisions.
Showcase Your Achievements:When writing your application, focus on specific achievements that demonstrate your ability to improve service levels and manage operational issues. Use metrics where possible to show how you've made a positive impact in previous roles.
Be Clear and Concise:Keep your application straightforward and to the point. Use clear language to explain your experience and how it aligns with the job description. Remember, we appreciate clarity and insight-led narratives!
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 shows you’re keen to join our fantastic team!
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 and turned it into actionable insights.
✨Showcase Your Leadership Skills
This role involves supporting and developing Team Leaders, so be prepared to share specific instances where you've successfully led teams or improved service outcomes. Highlight your experience in managing operational reviews and how you’ve motivated others to achieve consistent results.
✨Understand the Company Culture
People’s Partnership values fairness and simplicity. Familiarise yourself with their mission and think about how your personal values align with theirs. During the interview, express your commitment to creating a positive customer experience and how you can contribute to their not-for-profit ethos.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving abilities and how you handle operational challenges. Prepare scenarios where you've identified risks or trends and how you addressed them. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
