Safe & Connected/Out of Hours Customer Service Manager (MM2)

Who You Are

Are you a dynamic leader with a passion for delivering exceptional customer care in critical services? Do you thrive in fast-paced, high-stakes environments where your decisions make a real difference? If so, we want to hear from you. We are looking for an experienced Telecare & Out-of-Hours (OOH) Customer Services Manager to lead our dedicated team in providing 24/7 support to vulnerable individuals and communities.

What the Job Involves

This is a pivotal role ensuring the smooth operation of our telecare and emergency response services, with a strong focus on quality, compliance, and compassionate care. You will:

• Lead, motivate, and develop a high-performing team of contact centre professionals across Telecare and OOH services
• Oversee daily operations, ensuring KPIs, SLAs, and regulatory standards are consistently met
• Drive continuous improvement in service delivery, customer satisfaction, and staff engagement
• Collaborate with internal departments and external partners to enhance service integration and responsiveness
• Manage escalations, incidents, and service disruptions with calm, decisive leadership
• Monitor performance data and produce regular reports for senior leadership

Skills

• Proven experience managing Telecare, OOH, or emergency response services
• Strong leadership and people management skills, with a coaching mindset
• Excellent understanding of safeguarding, data protection, and service compliance
• Ability to remain calm under pressure and make sound decisions in real-time
• Tech-savvy with experience in CRM/contact centre systems and performance dashboards
• Flexible, resilient, and passionate about making a difference