Service Performance Manager

TN United Kingdom; Southend-on-Sea; On-site; GBP 45,000 - 55,000; Full time

Job summary

An established FM service provider is seeking a Service Performance Manager in Southend-on-Sea. This office-based role involves coordinating with operational teams, managing customer expectations, and developing improvement plans. The company offers a competitive salary of up to £55,000, with a focus on operational excellence and customer service. Join a forward-thinking organization where your leadership and analytical skills will drive continuous improvement and success in service delivery.

Qualifications

• Proven experience in Facilities Management within a business or finance environment.
• Strong customer service and management skills are essential.

Responsibilities

• Coordinate with operational teams and manage customer expectations.
• Analyze data trends to improve response times and ensure adherence to KPIs.

Skills

Facilities Management

Customer Service

Management

IT Proficiency

Leadership

Communication

Tools

SharePoint

Job description

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Service Performance Manager, Southend-on-Sea

Client: CBW Staffing Solutions

Location:

Job Category: Other

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EU work permit required: Yes

Job Reference:

Job Views:

17

Posted:

28.04.2025

Expiry Date:

12.06.2025

Job Description:

Service Performance Manager - FM Provider - Southend-on-Sea - Up to £55k per annum

Exciting opportunity to work for an established FM service provider situated in Southend-on-Sea. CBW is currently recruiting for a Service Performance Manager to work across our client's portfolio. This will be an office-based role with a requirement to attend client sites as needed. The company offers a competitive salary of up to £55,000 based on experience.

Hours of Work

Monday to Friday, 08:00am to 17:00pm (Office or on-site visits)

Key duties & responsibilities

• Logging work, coordinating with operational teams, uploading documentation, managing customer expectations, and communication throughout the process.
• Ensuring high standards of customer service.
• Managing Planned Maintenance scheduling and documentation compliance.
• Developing improvement plans for underperforming areas.
• Collaborating with operational teams to drive continuous improvement.
• Analyzing data trends to improve response times.
• Building processes, procedures, and governance structures.
• Ensuring adherence to KPIs and SLAs.
• Providing strategic analysis and forward-looking guidance for business development.
• Generating analytical reports for management decision-making.
• Tracking internal metrics.
• Managing document control via SharePoint and online systems, with regular audits.
• Preparing monthly reports on QHSE, finance, and strategy.
• Managing account communications, including weekly updates.
• Onboarding new hires effectively.
• Managing client expectations and handling complaints.
• Developing cost and service sheets, raising quotes and PO numbers.
• Managing data effectively.

Requirements:

• Proven experience in Facilities Management.
• Experience in a business or finance environment.
• Excellent customer service skills.
• Management experience.
• Administrative and finance experience.
• IT proficiency.
• Leadership and interpersonal skills.
• Strong communication skills for dealing with all staff levels.
• Proactive approach to operational excellence.