Performance and Service Quality Manager

Richmond and Wandsworth Councils; Twickenham; On-site; GBP 55,000 - 70,000; Full time

Job summary

A leading local council is seeking a Performance and Service Quality Manager to enhance service standards across various stakeholders. Applicants should possess strong leadership, communication skills, and a proven ability to drive service quality improvements. This role offers competitive compensation and extensive benefits including flexible working hours and a generous pension plan.

Benefits

40 days annual leave including Bank Holidays

Flexible working

Generous pension plan

Qualifications

• Strong leadership with motivation and challenge abilities.
• Experience managing a high performance team.
• Proficient with IT skills including standard office software.

Responsibilities

• Lead and manage high-performing teams for effective service delivery.
• Develop and implement performance indicators for service improvements.
• Analyze performance data to enhance customer satisfaction.

Skills

Leadership

Performance Management

Communication

Problem Solving

Team Management

Organizational Skills

Tools

Microsoft Office

Job description

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About Us

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 diversity and developing a culture that values differences, 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 Disability 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 young 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.

Richmond and Wandsworth Councils