24/7 Emergency Service Operations Leader

Paragon Asra Housing Limited; Leicester; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

High street discounts

Health cash plans

26 days annual leave

Flexible bank holidays

Car leasing scheme

Job summary

PA Housing is seeking an experienced Service 24 Manager to lead our 24-hour emergency call service, ensuring a responsive, high-quality experience for residents across multiple channels. You will manage a team of managers and operatives, use data to drive improvements, and maintain a calm, solution-focused culture in a fast-paced environment.

This hands-on leadership role emphasizes safeguarding, performance delivery and cross-functional collaboration to ensure service excellence for vulnerable

Qualifications

• Proven leadership in a customer contact or service environment.
• Experience managing performance and developing high-performing teams.
• Excellent communication and stakeholder relationship skills.
• Strong analytical capability to translate data into action.
• Customer-first approach, calm under pressure.
• Knowledge of safeguarding and health and safety relevant to vulnerable residents.

Responsibilities

• Lead and develop the Service 24 team including Managers, Supervisors and Operatives.
• Manage performance across a 24-hour multi-channel service and meet KPIs and service standards.
• Plan resources and duty rosters to ensure full coverage of the service.
• Analyze performance data and report trends and recommendations to senior managers.
• Coach and support colleagues through regular 1-1s and team meetings.
• Identify safeguarding, health and safety risks and manage them for residents.
• Oversee escalations and complaints, stepping into frontline calls when needed.
• Drive continuous improvement and implement operational changes to improve service.

Skills

Team leadership

Customer service management

Performance management

Data analysis

Communication

Safeguarding knowledge

Job description

PA Housing is seeking an experienced Service 24 Manager to lead our 24-hour emergency call service, ensuring a responsive, high-quality experience for residents across multiple channels. You will manage a team of managers and operatives, use data to drive improvements, and maintain a calm, solution-focused culture in a fast-paced environment.

This hands-on leadership role emphasizes safeguarding, performance delivery and cross-functional collaboration to ensure service excellence for vulnerable