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					                                   PERSON SPECIFICATION
Post:           Performance & Service Quality Manager

Job Family/     BS5/Grade 8
Grade/Level:

CULTURE AND SPORT GLASGOW IS A COMPETENCY FRAMEWORK EMPLOYER
Summary of      Key function is to assist the Business Support Manager to provide an effective performance
Role            management and service quality framework to Culture and Sport Glasgow Managers and the
                Head of Business Support, specifically but not exclusively in the following areas:-

                      Develop and maintain the performance management framework in relation to SPI’s
                       and KPI’s for managers at all levels.

                      Develop and maintain a range of service quality systems that have relevance to all
                       service areas.

                      Develop and maintain self assessment across the Company

                      Ensure the implementation of Customer Service Excellence across the Company

                      Develop and maintain a balanced scorecard for performance and service quality.

                      Provide analysis, action plans and impact assessments in conjunction with service
                       delivery managers.

                      Ensure that frameworks are developed and maintained in conjunction with service
                       delivery managers and the policy and research function.

                      Provide ad hoc reporting and advice on performance management and service quality
                       as required.

                      Support and mentor the performance and service quality team in their training and
                       development.




             RECRUIT #                              1
                                         PERSON SPECIFICATION


Authorised by (Please print)………………………Designation…………………………...

Date……………………..signed…………………………………….




 CRITERIA            ESSENTIAL                                       DESIRABLE              EVIDENCE


 Education,                                                          Degree or suitable      Application Form
 Qualifications                                                      professional            Certificates
 & Training                                                          qualification




 Skills,             Excellent analytical skills                     Experienced             Application Form
 Knowledge &         Excellent written and verbal skills             practitioner in         References
 Competencies        Ability to prioritise and plan own and others   performance
                     workload and meet required timescales           management and          Interview
                     Ability to lead a small team                    service quality
                     Good communicator




 Other               Ability to work as part of a team               Working knowledge of    Interview
                     Integrity                                       the public sector
                     Excellent IT skills
                     A flexible approach to working hours is
                     required including evening and weekend
                     work




                  RECRUIT #                                2

				
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