Performance and Service Quality Manager

ZipRecruiter; England; On-site; GBP 55,000 - 70,000; Full time

Job summary

A leading public service organization is seeking a Performance and Service Quality Manager to enhance service delivery standards. The role involves managing teams, performance initiatives, and driving customer satisfaction. This is a permanent management position offering a competitive salary and extensive benefits including 40 days annual leave.

Benefits

40 days annual leave

Flexible working

Generous pension plan

Qualifications

• Strong leadership skills to inspire and manage diverse teams.
• Experience in monitoring budget performance and service improvements.
• Proficient in reporting and communication for senior level meetings.

Responsibilities

• Lead teams to ensure high standards and continuous improvement.
• Implement performance indicators and manage contracts effectively.
• Drive customer satisfaction through innovative solutions and processes.

Skills

Leadership and Management

Performance Management

Communication

Financial Management

Process Improvement

IT Skills

Tools

Microsoft Office

Job description

Job Description

Job Title: Performance and Service Quality Manager

Salary Range:£55,399 - £69,947 per annum

Permanent Fulltime (36 hours)

Location: Civic Centre, Twickenham, Town Hall, Wandsworth

Are you a highly motivated, quality driven manager who strives for continuous improvement with a keen eye for monitoring performance and ensuring added value in all areas?

Objective of role

You will be working to ensure consistency, efficiency and high standards for all our stakeholders from our inhouse team and contracted providers working closely to analyse performance, innovate solutions and drive high levels of customer satisfaction.

A Strong understanding of quality assurance principles and practice will support your risk management process, whilst you lead with solutions to critical issues, building robust and reliable Contingency plans fostering the ‘Right first time’ ethos of Facilities Management in service delivery.

You will require the ability to proactively organise and manage a high workload with conflicting priorities in a dynamic and fast-moving work environment.

About the role

• Leadership and Management – the ability to lead, motivate and manage high performing teams, to challenge and innovate, with strong collaboration skills for internal and external representations. Driving continuous improvement through strong management.Excellent written and verbal communications skills to represent Facilities Management at Member and Senior level meetings
• Experience – Highly organised, administrative and process driven Manager, who identifies opportunities for innovation and adoption of new working practices that align with changing business and service needs. Contract management, ensuring Health & Safety, environment standards and service delivery best practices are achieved.
• Performance Management – Experience in developing and implementing performance indicators across a range of service providers with clear objectives and outcomes. An understanding of Procurement and tender processes with a proven track record of managing awarded contracts of a high value.

Essential Qualifications, Skills and Experience

• Strong leadership and Management skills with the ability to inspire, motivate and challenge a diverse team to drive excellence in service delivery
• Excellent understanding of Performance management, process re-engineering and service improvements for inhouse and external providers.
• Proven experience in managing a team to foster the development of positive working relationships with key stakeholders to achieve and raise Customer Satisfaction levels
• Strong and Effective communication with excellent interpersonal and written skills for report writing and meeting presentations.
• Commitment to maintaining and driving improvements in service quality through process, innovation and operational needs.
• Experience of monitoring and reporting on budget performance, forecasting and financial management
• Ability to organize and priorities own workload despite conflicting priorities
• Proficient IT skills, including Microsoft office.

If you are passionate about making a positive impact and thrive in a challenging yet highly rewarding environment, we would like to meet you.

Indicative Recruitment Timeline

Closing Date: Sunday 29th June 2025

Shortlisting Date: W/C 30th June 2025

Interview Date: W/C 07th June 2025

We may close this vacancy early once a sufficient number of applications has been received. Please submit your application as soon as possible to avoid disappointment

Useful Information

Richmond & Wandsworth Better Service Partnership are committed to making our recruitment practices as inclusive as possible for everyone.We are committed to promoting equality and and developing a culture that values , recognising that employees from a variety of backgrounds bring important and positive contributions to the Councils and can improve the way we deliver services.

We are proud to be a Confident employer. If you require any reasonable adjustments throughout the recruitment and selection process, please let us know.

We are also committed to safeguarding and promoting the welfare of children and people/vulnerable adults and expects all staff and volunteers to share this commitment.Some posts may be exempted under the Rehabilitation of Offenders Act 1974 and as such appointment to these posts will be conditional upon the receipt of a satisfactory response to a check of police records via Disclosure and Barring Service (DBS).

We offer a wide range of benefits designed to attract, develop, and reward our employees such as 40 days annual leave (including Bank Holidays), flexible working and a generous pension plan.