Service Quality Manager

In this role, you'll lead how Nest understands and improves the quality of service delivered to millions of members through our outsourced operations. You'll sit at the heart of how we assure customer outcomes - combining insight from quality reviews, customer feedback, complaints and operational data to form a clear, evidence-based view of performance. Day-to-day, you'll be working across teams and with our third-party partner to challenge performance, identify where things are going wrong, and drive meaningful improvement. This includes leading deep-dive reviews into customer journeys, shaping how we measure service quality, and ensuring that actions taken genuinely improve outcomes for members. You'll play a key role in major change and product releases, providing assurance before new services go live and assessing how they perform in reality. You'll also be responsible for building a high-performing service quality function - coaching your team, improving consistency of approach, and strengthening how we use data and insight. This is a highly visible role, working closely with Customer Experience, Service Delivery, Risk and senior stakeholders, where your ability to translate complex insight into clear direction will directly shape how Nest delivers for its members. The minimum criteria for this role are:

• Proven experience leading quality assurance, audit, control testing or service review activity in a complex service environment.
• Experience designing or evolving quality frameworks, scorecards, review methodologies or assurance approaches that support consistent and credible oversight.
• Strong analytical capability, with the ability to interpret multiple sources of quality, operational and customer insight, identify patterns and root causes, and form balanced, evidence-based conclusions.
• Experience producing clear reporting and commentary for senior stakeholders, including translating detailed findings into practical implications and recommendations.
• Experience working with operational leaders and third-party partners to address service risks, improve controls and strengthen customer outcomes.
• Experience leading or developing specialist assurance resource, including setting direction, managing performance and supporting capability growth.
• Experience in pensions, financial services, complaints handling or another regulated environment would be beneficial.
Don't worry if you think you don't have all the key skills, it might be worth taking the few minutes to apply as we're good at spotting potential. At Nest, you'll have access to a range of learning opportunities to learn, grow and build the skills you need to be successful in your role and career. Please download a full job description to find a full scope, deliverables, experience and personal attributes required for this role. Flexible and agile working Everyone's personal situation is different. To make the most out of hybrid working, we've introduced different ways of working, which include (subject to role requirements):
• hybrid of office (Canary Wharf, London) and home working (there will be an expectation to attend the office, once - twice a week, or more, as required)
• reduce or vary working hours
• reduce or vary the days worked
• work compressed hours
• job share, The Services and Solutions (SaS) directorate brings together Nest's operational delivery, technology, data, and change capabilities to deliver resilient, member-focused services at scale. SaS has accountability for the end-to-end running of Nest's services, including oversight of customers and scheme operations delivered with strategic partners, along with the design and delivery of change that supports Nest's long-term strategy.
The directorate provides enterprise-wide leadership across operational delivery, technology and data, working closely with internal teams and external partners to strengthen resilience, assurance, and continuous improvement while ensuring services remain compliant, efficient, and focused on good member outcomes. SAPE (Scheme Administration and Process Execution) is one of two teams within Scheme Operations that sits within SaS and is responsible for managing key retained operational processes (such as Stage 2 disputes) and also for assuring the quality of service delivered by Nest's third-party administrator.