Service Performance Manager – Customer Solutions
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”.
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