Delivery & Performance Manager
Location: Hybrid (Aberdeen / Dundee as required)
Salary: £33,000 per annum
Hours: 35 hours per week (flexible to meet service needs)
Overview of role
Join Scarf’s growing Home Energy Advice Team (HEAT) as a Delivery & Performance Manager, leading the operational delivery of our domestic energy advice services across multiple funded programmes. You will provide strong operational leadership and performance oversight, ensuring consistent delivery quality, contractual compliance, and strong outcomes across HEAT projects. You will support Team Leaders and Deputies, driving continuous improvement, and maintaining high standards of service delivery.
Main duties
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Lead the day-to-day operational delivery of HEAT and associated domestic energy advice programmes.
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Monitor, analyse and report performance against KPIs, contract requirements, and quality standards.
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Ensure consistent use of CRM systems, reporting frameworks and QA processes across the service.
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Oversee and standardise supervision, quality assurance, and performance management processes.
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Identify operational risks early and work with Team Leaders to resolve them.
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Provide line management and coaching to HEAT Team Leaders, supporting them to manage staff performance and development effectively.
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Lead the delivery of QA frameworks including call monitoring, record accuracy, and compliance with funder requirements.
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Produce accurate and consistent operational reporting for internal and external stakeholders, including local authority meetings.
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Act as an operational escalation point and a key contact for funders on service delivery matters.
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Support service resilience and continuity planning, including cross-service collaboration with SES.
Person specification
Essential
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Proven experience in operational or service delivery management.
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Experience managing Team Leaders or equivalent middle management.
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Strong experience in performance monitoring, quality assurance and compliance.
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Ability to coach and support managers without micromanaging delivery staff.
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Excellent organisational, communication and reporting skills.
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Confident using CRM systems and performance data.
Desirable
- Experience in energy advice, fuel poverty or third-sector service delivery.
- Experience working across multiple funded programmes.
Salary & working hours
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£33,000 per annum
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Full-time, 35 hours per week with flexibility based on service needs.
About Scarf
Scarf is a charity and social enterprise with over 40 years’ experience providing free, impartial energy-saving advice across Scotland. We support households to reduce fuel bills and carbon emissions through advice on grants, energy efficiency, and heating solutions. Working closely with government and community partners, we make a real difference by tackling fuel poverty and encouraging low-carbon lifestyles.
Why join Scarf?
You’ll be part of a passionate team dedicated to impactful community work. Scarf offers a supportive, quality-driven environment where your work genuinely helps people live warmer, greener lives.
How to apply
For full details of the role and person specification, please see the full job description here.
To apply, complete the online application form and attach your CV. Be sure to detail how your skills and experience match the role.
Application deadline: Fri 27th February
Interviews: In-person or via Teams
