Service Quality Manager - (Fixed-Term)

Job Description

We believe everyone deserves a great Glasgow life and that starts with the people who work here.

Glasgow Life is a charity like no other. Our vision is to improve the lives of everyone in our city. To help us achieve that, we are looking for a Service Quality Manager to join our Business & Strategy team.

Our teams focus on making a real difference through culture and sport in Glasgow. If you’re excited by the idea of being part of that, this could be the job for you.

What you need to know

Who can apply: This vacancy is open to current Glasgow Life colleagues only.

Hours: 35 per week.

Contract type: Fixed Term until 31 December 2028

Location: Hybrid. You will spend part of your week at home, and part of your week in one of our offices.

What you’ll do

As a Service Quality Manager, you’ll be a part of an established team, reporting to the Head of Business & Strategy. You’ll play an essential role in leading on the design and implementation of a company-wide service quality strategy that will drive improvements in the overall experience of all Glasgow Life customers/service users. Your work will make a visible and lasting difference. This could be:

• Supporting our communities
• Helping people get active
• Creating cultural experiences
• Or working behind the scenes to make it all happen

Who you are

We’re looking for someone with the right skills who brings energy to the role. If the following sounds like you, apply today!

We’re looking for someone:

• Educated to degree level or equivalent senior-level experience in a relevant field.
• With experience of applying service quality frameworks and supporting tools and developing structures to facilitate integration within the business.
• Who has significant experience of leading customer service quality improvement projects from concept to implementation within a complex operating environment.
• With knowledge of nationally recognised service quality frameworks.
• Who demonstrates excellent communication, analytical and motivational skills.
• Who demonstrates significant knowledge and experience of project planning and management.
• Understands the impact of improving the customer experience and income generation.
• Has experience of working collaboratively and building relationships and influencing at all levels, with internal and external stakeholders.
• Is experienced in developing strategies to achieve organisational objectives.
• Can prioritise complex workloads and timescales.
• Can manage competing work priorities and deadlines and make informed decisions in a complex environment

 

Download the Person Specification in the Job Attachments section on MyJobScotland. Use this to shape your application and show how your experience aligns with the job.

When selecting candidates for interviews, managers will look for candidates who meet all the ‘essential’ criteria listed in the Person Specification. If there are many candidates, they may also consider desirable skills. So, include those if they apply to you.

What we offer

At Glasgow Life, our work changes lives. As a charity, we bring communities together and support wellbeing through sport, culture, heritage, and learning.

Learn more about Glasgow Life in our 10 Facts video in the Further Information section on MyJobScotland.

We support you to live a great life. Inside and outside of work. Some of our benefits include:

 

Holiday

When you join, you’ll get 30 days’ holiday. Plus 6.5 public holidays if you’re full-time. This increases to 35 days after 5 years of service.

Fancy a bit more time off? You can buy extra holiday too!

Pension

Join the Local Government Pension Scheme (LGPS) – a Defined Benefit scheme that provides you with a secure pension for later life.

Support

Sometimes we all need support and a listening ear. Our free and confidential Employee Assistance Programme can support your mental, emotional, and physical wellbeing.

Discounts

As a colleague, you can enjoy discounts on the things you love, from Glasgow Club memberships to our museum shops and our online store.

Flexibility and development

We are proud of our flexible and inclusive work policies, which help you balance work and life. We also offer support for learning, development and career progression.

Please note that Glasgow Life is an Arm’s Length External Organisation to Glasgow City Council. We are currently completing a Job Evaluation exercise and introducing a new pay and grading structure. This may impact current salaries quoted in job adverts. To learn more, visit - https://www.glasgow.gov.uk/jobevaluation.

What’s next

To get started, complete our short application form. In this, you’ll fill out:

• Work history
• Qualifications/training
• Key questions like “Why are you a good fit for this role?”

Use the Person Specification in the Job Attachments section to guide your answers.

Important Dates:

The closing date for this job is 11.59pm on 28 December. Interviews are provisionally scheduled for Wednesday 14 January.

Who We Are

Our Corporate Services teams keep Glasgow Life running at its best. From Business & Strategy, Finance, HR, Infrastructure, Marketing, Retail, they deliver the behind-the-scenes work that powers everything we do. Whether it's shaping strategy with sharp insights, crafting compelling messages, supporting our people, managing over 100 venues, or generating vital income—this team makes it happen.

Diversity and Fair Work at Glasgow Life

We’re working to build a team that reflects the rich diversity of Glasgow’s communities — where everyone feels valued, respected, and able to be their full, authentic selves at work.

We’re proud to be a Disability Confident and Carer Positive employer, and we welcome applications from people of all backgrounds. Learn more about our commitment to Equality, Diversity and Inclusion here: https://www.glasgowlife.org.uk/the-small-print/an-inclusive-employer

We’re also committed to Fair Work First principles, including effective voice, opportunity, security, fulfilment and respect for all our staff. Learn more about our approach to Fair Work First here: https://www.glasgowlife.org.uk/about-us/fair-work-first

 

We’re working hard to address underrepresentation in our workforce. We especially welcome applications from people with disabilities and from ethnic minority communities.

 

Ready to apply?

Once you apply, add noreply@myjobscotland.gov.uk to your safe sender list so you don’t miss important emails.

 

We’re excited to hear from you. Let’s shape a great Glasgow life — together.

Application Packs

We want everyone to be able to apply. If you need the Application Pack in another format, like Braille, large print, or another language, please call us on 0141 287 1054.

If we need to post it to you, we’ll send it by second-class mail within three working days. Please allow enough time to complete and return your application before the closing date. If you think you might need more time because of accessibility needs, please get in touch and we’ll be happy to help.

There are also a number of Accessibility Tools compatible with the myjobscotland website which may assist you with your application. More information on these can be found at https://myjobscotland.gov.uk/accessibility-statement.

Further Information

For further information about working for us please refer to our website https://www.glasgowlife.org.uk/work-with-us