Regional Quality & Performance Manager

Serco Limited; Bristol; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading service delivery company in the UK is seeking a Regional Quality & Performance Manager to oversee performance and quality targets within their region. This role involves leading Service Delivery Managers and ensuring effective management of customer complaints. Ideal candidates will have experience in team leadership and performance management, with a strong focus on delivering quality service. The position offers a variety of benefits, including a contributory pension scheme and opportunities for professional development.

Benefits

Up to 6% contributory pension scheme

Life insurance

25 days annual leave plus bank holidays

Employee Assistance Programme

Company discounts on various services

Training and coaching opportunities

Qualifications

• Experience leading and developing teams.
• Experience of delivering challenging performance targets.
• Health Assessment experience helpful but not essential.

Responsibilities

• Ensure that the volumes, quality, and applicable service levels are delivered.
• Monitor high level administrative workflow for assessment delivery.
• Investigate and resolve customer complaints.

Skills

Leadership and team development

Performance management

Customer service

Job description

Serco Limited

Key purpose

The Regional Quality & Performance Manager is responsible for the performance & achievement of target performance levels within a specific area reporting to the Head of Service Delivery. The Regional Quality & Performance Manager is the single point of accountability for delivery of volume and quality within their region and lead Service Delivery Mangers in operational delivery. They will work collaboratively with the Head of Service Delivery and be responsible for delivery of a quality service for customers and staff within the region.

The role is responsible for leadership & oversight of operations, assessments, admin, customer services, facilities and health & safety

Have direct responsibility of the Service Delivery Managers.

Reason for the role

The Clinical Operational Services requires a strong performance driven, and customer focused culture that supports our values in delivering consistent, robust and quality assessments whilst developing and protecting our reputation. Using management information to drive performance.

Structure and reporting relationship

The Regional Quality & Performance Manager will report directly into the Head of Service Delivery within Clinical Operations. The RQPM will have line management responsibility of the Service Delivery Managers.

Key accountabilities

• Ensure that the volumes, quality, and applicable service levels are delivered to agreed target levels
• Deliver team objectives and performance against targets through robust performance management methods
• Facilitate communications which support delivery
• Monitor high level administrative workflow to ensure administrative teams have all processes in place to ensure assessment delivery
• Work with Head of Service to drive continuous improvement and disseminate through team
• Investigate and resolve customer complaints and elevate serious complaints as required
• Ensure Service Delivery Managers have in place appropriate leadership & mentorship and coaching to support delivery of quality targets
• Ensure Service Delivery Managers follow appropriate processes to elevate risks & issues within their team
• Support the continuous professional development of staff and encourage shared learning
• Responsible for effectively and proactively managing absences to minimise ad hoc and ongoing absence

Essential technical and professional skills, knowledge, and qualifications

• Experience leading and developing teams
• Experience of delivering challenging performance targets
• Health Assessment experience helpful but not essential

What we offer

• Up to 6% contributory pension scheme
• Life insurance
• 25 days annual leave plus bank holidays. Options for annual leave purchase
• A range of benefits to support the health and wellbeing of you and your family such as Employee Assistance Programme, Wisdom App, Simply Health cash plans, Bupa anytime helpline, free flu vaccines, eye tests and more
• A fantastic culture and supportive team where you’ll get the chance to make a positive difference in a company passionate about diversity and inclusion
• Company discounts which include cinema, merlin entertainment and online shopping and discounts on mobile phone plans and leisure centre memberships
• Interesting and enjoyable work
• Committed to professional and personal development with a wide range of training and coaching opportunities to expand your capabilities