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- Tasks: Lead service delivery and performance management for outsourced services.
- Company: Join The Pensions Regulator, a key player in safeguarding pensions for millions.
- Benefits: Enjoy flexible working, 25 days annual leave, and a generous pension scheme.
- Why this job: Make a real impact on pension compliance while growing in a supportive environment.
- Qualifications: Experience in service management and strong communication skills are essential.
- Other info: Hybrid work model with modern offices in Brighton, promoting diversity and inclusion.
The predicted salary is between 39000 - 52000 ÂŁ per year.
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The Pensions Regulator provided pay range
This range is provided by The Pensions Regulator. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range
Role title: Service & Performance Manager
TPR grade & pay group: Grade 8 & R&O
Directorate: Compliance & Enforcement Group
Starting salary: Salary up to ÂŁ45,981 per annum dependent on skills and experience, plus excellent benefits package, and flexible working arrangements
Contract type: Permanent
Location: Brighton – hybrid 6 days per month in the office
Closing date: 29 August 2025
About the role
Are you a strategic thinker with a passion for service excellence and supplier performance? Do you thrive on building strong partnerships and driving continuous improvement? If so, we\’d love to hear from you.
We\’re looking for an experienced Service and Performance Manager to lead the operational relationship with our outsource provider, ensuring the delivery of high-quality services that support over 2.4 million employers in meeting their Automatic Enrolment (AE) duties.
Acting as the key liaison between our organisation and the outsource provider, this role ensures services are delivered in line with contractual standards. Responsibilities include monitoring performance against KPIs and OSLs, leading service reviews and incident management, and driving continuous improvement. The role also oversees operational controls, quality assurance, and risk assessments to maintain robust service delivery. This role requires close collaboration with internal teams such as Customer Support, Communications, and Performance Management to align service outcomes with business needs. A focus on innovation and efficiency is vital, ensuring services evolve with changing requirements and deliver value for money.
The role criteria
The ideal candidate will bring proven experience in managing outsourced services within a multichannel contact centre environment. A strong understanding of service management best practices and performance frameworks is essential, along with expertise in contract and supplier management, including negotiation, influence, and issue resolution. The ideal candidate will be confident interpreting management information to identify trends and drive improvements. Excellent communication, stakeholder engagement, and relationship-building skills are key to success in this role. Knowledge of automatic enrolment regulations, or experience working in the pensions sector would be advantageous.
The team
The compliance team protects savers through providing proactive and reactive compliance work, dealing with trustees, schemes and employers that may pose a risk. Working with other areas across TPR when needed, we engage with those trustees, schemes and employers to enable them to comply and provide the pension the savers are entitled to. If needed, we use the powers available to us to achieve compliance.
For more information, please see the role description.
We offer 25 days annual leave plus bank holidays, a hybrid working model, 35 hour working week (full-time), flexible working patterns, and flexitime. We also provide competitive parental leave, as well as a Civil Service Pension with an average employer contribution of 27%. Our dedicated benefits portal (Edenred) offers retail, gym, tech and restaurant discounts, and a cycle to work scheme.
Find out what benefits a Civil Service Pension provides.
Our culture
TPR strives to be a high-performing organisation, and we prioritise our people\’s growth and well-being. We offer various learning, secondment and development opportunities, support flexible working, and foster a diverse and inclusive environment.
Equality, diversity and inclusion is very important to us and we strive to make sure everyone has an equal opportunity to succeed. Our modern Brighton offices are in Telecom House overlooking Preston Park, they are over two floors of a shared building facility and when designed in 2023 we followed the government\’s workplace design guide to ensure accessibility by design was achieved for our section.
We\’re proud to have a range of networks and opportunities to bring people together with supportive and safe spaces to connect with one another.
About The Pensions Regulator
With a career at TPR, you\’ll be joining an organisation with real purpose and who are proud of their diverse range of skills and experience that positively impact on millions of people. Everyone at TPR plays an important role in helping to keep more than £2trn of savings safe.
Our Corporate Strategy outlines a bold and challenging vision of how pensions regulation should continue to evolve to keep pace with a change in the scale and nature of the pensions landscape. We believe diversity and inclusion are vital to good decision-making for positive saver outcomes. We\’re committed to creating a supportive, inclusive, and dynamic work environment where everyone can thrive; understanding the link between the work we do and its positive impact on society.
Find out more about us.
Applications
To avoid disappointment, we would invite you to submit your application as soon as possible, as we reserve the right to close the vacancy early if a high volume of applications are received. This is to ensure that we can continue to provide a positive candidate experience, with each application being reviewed and considered. Unfortunately, once a vacancy has closed, we are unable to consider further applications.
Current TPR employees who want to apply for this vacancy should first contact their line manager to discuss their application.
We welcome applications on a part time and job share basis.
Selection and interview
If you are shortlisted for interview, we\’ll be in contact with you shortly after the closing date. We aim to respond to every application however due to the large volume of applications this is not always possible. If you have not heard from us within 21 days of submitting your application, please assume you have been unsuccessful on this occasion.
As a Disability Confident employer, we\’re committed to the recruitment, employment, retention, and development of people with disabilities, and to improving their employment opportunities. Candidates who declare that they have a disability and who meet the criteria outlined in the \’what you will bring\’ section will be offered an interview.
Diversity and inclusion
TPR is committed to creating a diverse, inclusive and equality workplace where everyone is encouraged to be themselves, enabling our people to feel supported and represented in an environment where they can do their best work.
We encourage applicants from all backgrounds and with different identities and experiences to apply for roles with TPR.
Further information
Please visit our website to find out what it is like to work at TPR, our culture, interview process and our commitment to our employees.
If you have any queries about this role, or if you have a disability and wish to request a reasonable adjustment at any stage of the recruitment process, please email .
Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Full-time
Job function
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Job function
Management and Other
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Industries
Pension Funds
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Service & Performance Manager employer: The Pensions Regulator
Contact Detail:
The Pensions Regulator Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service & Performance Manager
✨Tip Number 1
Familiarise yourself with the key performance indicators (KPIs) and operational service levels (OSLs) relevant to the role. Understanding these metrics will help you demonstrate your ability to monitor and improve service delivery during interviews.
✨Tip Number 2
Network with professionals in the pensions sector or those who have experience in managing outsourced services. Engaging in conversations can provide valuable insights and may even lead to referrals that could boost your application.
✨Tip Number 3
Prepare examples of how you've successfully managed supplier relationships in the past. Be ready to discuss specific challenges you faced, how you resolved them, and the outcomes, as this will showcase your negotiation and influence skills.
✨Tip Number 4
Stay updated on the latest trends and regulations in automatic enrolment and pensions management. This knowledge will not only enhance your discussions during interviews but also show your commitment to continuous improvement and service excellence.
We think you need these skills to ace Service & Performance Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in managing outsourced services and performance frameworks. Use specific examples that demonstrate your strategic thinking and ability to drive continuous improvement.
Craft a Compelling Cover Letter: In your cover letter, express your passion for service excellence and supplier performance. Mention how your skills align with the role's requirements, particularly your experience in stakeholder engagement and contract management.
Highlight Relevant Skills: Clearly outline your expertise in interpreting management information and identifying trends. Emphasise your communication and relationship-building skills, as these are crucial for the Service & Performance Manager role.
Showcase Your Understanding of the Sector: If you have knowledge of automatic enrolment regulations or experience in the pensions sector, make sure to include this in your application. It will demonstrate your suitability for the role and your understanding of the industry.
How to prepare for a job interview at The Pensions Regulator
✨Understand the Role
Make sure you thoroughly understand the responsibilities of a Service & Performance Manager. Familiarise yourself with key terms like KPIs, OSLs, and service reviews, as these will likely come up during your interview.
✨Showcase Your Experience
Prepare to discuss your previous experience managing outsourced services, particularly in a multichannel contact centre environment. Be ready to provide specific examples of how you've driven performance improvements and managed supplier relationships.
✨Demonstrate Strategic Thinking
The role requires strategic thinking and a focus on continuous improvement. Be prepared to discuss how you've implemented innovative solutions in past roles and how you would approach challenges in this position.
✨Engage with Stakeholders
Highlight your communication and relationship-building skills. Think of examples where you've successfully engaged with stakeholders or collaborated with internal teams to achieve service excellence.