Performance Improvement Manager, Salford
Client: TalkTalk Group
Location: Salford, United Kingdom
Job Category: Other
EU work permit required: Yes
Job Reference: 6b0fe16b3836
Job Views: 11
Posted: 18.06.2025
Expiry Date: 02.08.2025
Job Description:
As a Performance Improvement Manager, you will identify opportunities to enhance TalkTalk’s operational performance, focusing on customer experience and efficient operating models. Working with internal and external stakeholders, you will analyze operational, business, and customer data to improve performance across touchpoints. You will be responsible for embedding a customer-first culture at all levels and ensuring delivery of excellent customer service while meeting company and commercial metrics.
The Provisioning Team ensures all sales are connected to phone, broadband, and TV services. They manage daily operations, end-to-end ordering, and transformation initiatives to make ordering more efficient and automated, aiming to be industry leaders.
* Passion for customer experience, always prioritizing the customer
* Review customer satisfaction and operational metrics regularly, producing reports for stakeholders up to director level
* Challenge peers and stakeholders to reduce costs and improve service
* Apply analytical techniques to research data, presenting findings effectively
* Analyze data to identify performance gaps and improvement opportunities
* Deliver projects related to customer experience and process changes
* Lead teams in implementing operational changes using continuous improvement methodologies
* Manage stakeholders across all levels
* Document operational processes and identify gaps affecting performance
* Conduct root cause analysis to understand drivers of performance issues
* Monitor progress and effectiveness of improvement initiatives
* Prepare documentation and insights for reviews and decision-making
* Manage the delivery of change initiatives with minimal operational impact
* Challenge organizational processes for simplification and value addition
* Continuously improve service levels, quality, and cost efficiency
Required Skills and Experience:
* Passion for challenging norms and prioritizing customers
* People and team management experience
* Proven stakeholder management skills
* Excellent customer service skills
* Ability to present data effectively using various communication methods
* Strong analytical skills
We are a Top 50 Inclusive Employer in the UK, committed to diversity, inclusion, and reflecting our communities. We offer a flexible work environment to suit your preferences.
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