Customer Engagement LT - Service Performance Manager

Customer Engagement LT - Service Performance Manager

Job Description

Posted Friday 8 May 2026 at 00:00

Do you want a rewarding career with a growing organisation where people come first?

About People’s Partnership

At the heart of our not-for-profit organisation is a commitment and a motivation to make the future‑saving experience a simple one for our members. We champion fairness and simplicity, not profit‑chasing. Imagine a financial adventure where everyone's a winner, fuelled by our exceptional service and brought to life by the fantastic individuals who work for us. We're a diverse employer with a flexible, hybrid working approach, ensuring everyone gets the opportunity to come to work and be the best version of themselves.

What you'll be doing

As a key member of the Customer Engagement leadership team, the Service Performance Manager will define and lead the operational performance strategy—turning business priorities, customer expectations and regulatory requirements into consistent, high‑quality day‑to‑day delivery. You’ll strike a balance between maintaining strong operational control today and using insight to prepare for future demand, ensuring performance remains resilient, agile and forward‑focused. Acting as a critical bridge between frontline teams, Resource Planning, MI and senior leaders, you’ll use real‑time data, customer feedback and performance insight to anticipate risk, inform decisions and drive continuous improvement. Through robust performance governance, scenario planning and incident leadership, you’ll enable confident decision‑making, protect customer outcomes and support the long‑term evolution of our service.

• Set and oversee the operational performance framework for Customer Engagement, ensuring daily delivery aligns with broader service strategy, customer outcomes and regulatory requirements.
• Act as the strategic coordination point between Customer Engagement, Resource Planning and MI, ensuring short‑term decisions support long‑term capacity, capability and cost efficiency.
• Translate business demand, customer insight and operational constraints into clear performance priorities, risks and trade‑offs for Team Managers and Heads of Service.
• Partner with Resource Planning to shape budgeting assumptions, short, medium‑and‑long‑term demand forecasts, FTEmodelling and scheduling, ensuring plans reflect real operational drivers and future trends.
• Lead the interpretation and application of management information, ensuring performance data and customer insight are used to anticipate issues, identify opportunities and inform proactive decision‑making.

What we’re looking for

• Proven experience managing day‑to‑day performance within a customer service or contact centre environment.
• Demonstrated ability to support and develop managers to deliver consistent service outcomes.
• Strong capability in managing and improving service levels, queues, and real‑time operational issues.

What you can expect from us

• Generous pension contributions with an employer contribution of up to 14%
• Real living wage
• Income protection, critical illness cover & death in service insurance
• Employee healthcare
• Parental and adoption leave
• Learning & development opportunities and study support
• Travel season ticket loans
• Volunteering days and charity payroll giving
• Onsite gym
• Social clubs and events

Disability Statement

People's Partnership is an equal opportunities employer. We believe everyone has the right to be treated fairly, with dignity and respect. We are committed to treating all our people (and all who apply for a role at People's Partnership) equally and enabling them to perform at their best and demonstrate what they have to offer. This role may support hybrid working. To make use of this arrangement, employees must have an appropriate home working environment, including a private workspace and reliable, secure high‑speed internet that enables them to perform their duties effectively. We are a disability‑committed employer; please let us know if you need any reasonable adjustments made to our recruitment process (application, selection assessments where relevant, and interview) to enable you to show us the best “you”.

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