RQ– Out of Customer Service Manager

PAYE rate – £213.17 a day

APPLICANTS MUST HAVE SENIOR MANAGEMENT EXPERIENCE IN TELECARE & OOH’S CUSTOMER SERVICES.

The Safe & Connected / Out of Hours (OOHs) Customer Services Manager is responsible for the strategic and operational leadership of a complex, high-risk 24/7 service that delivers critical support to residents outside of core working hours. The role provides clear accountability for service performance, safeguarding decision-making, escalation pathways and statutory compliance across Safe & Connected and OOH customer services, ensuring that responses are timely, proportionate and consistently high quality.

A key requirement of the role is strong analytical capability, using performance data, demand trends and risk information to inform operational decisions, service planning and continuous improvement, while ensuring resources are aligned to areas of greatest need. The post holder will hold responsibility for effective financial management, including budget oversight, forecasting, monitoring expenditure and identifying efficiencies, ensuring that services deliver value for money while maintaining safety and quality.

The role also requires the ability to produce clear, high-level written reports for senior leaders, directors and members, translating complex operational, financial and performance information into concise, evidence-based briefings and recommendations. Through strong analytical insight, sound financial management and high-quality reporting, the Manager plays a critical role in supporting strategic decision-making, strengthening governance and ensuring the resilience and sustainability of this essential 24/7 service.

To Apply:
If you feel you would be suited to this role, or know someone who would be a great fit, please drop an email to
rebeccabentum@c