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