Performance Improvement Manager

TalkTalk Group; Salford; On-site; GBP 50,000 - 70,000; Full time

Job summary

A leading company is seeking a Performance Improvement Manager to enhance operational performance focusing on customer experience and efficiency. You will analyze data and lead initiatives ensuring excellent service delivery while improving operational metrics. This role offers an inclusive workplace and a flexible work environment.

Benefits

Flexible work environment

Commitment to diversity and inclusion

Qualifications

• Passion for challenging norms and prioritizing customers.
• Experience managing people and teams.
• Proven ability to manage stakeholders effectively.

Responsibilities

• Identify opportunities to enhance operational performance and customer experience.
• Analyze operational, business, and customer data to improve performance.
• Lead teams in implementing operational changes using continuous improvement methodologies.

Skills

People and team management

Stakeholder management

Customer service

Analytical skills

Job description

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.