Customer Service Manager – AR

Carrington Blake Recruitment; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A recruitment firm is seeking a Telecare & Out-of-Hours Customer Services Manager in Greater London. The successful candidate will lead a dedicated team, ensure the smooth operation of telecare services, and drive compliance in customer care. Strong leadership, crisis management experience, and a passion for service are essential for this role. Join us to make a real difference in the community.

Qualifications

• Proven experience managing Telecare, OOH, or emergency response services.
• Strong leadership and people management skills.
• Excellent understanding of safeguarding and compliance.

Responsibilities

• Lead and develop a high-performing customer service team.
• Ensure KPIs and SLAs are consistently met.
• Drive continuous improvement in service delivery.

Skills

Leadership

Customer service management

Crisis management

Data protection compliance

CRM proficiency

Job description

JOB DESCRIPTION

This role is within Enfield Council’s Safe and Connected team.

Candidates must have proven experience in the day‑to‑day management of a customer service centre and possess significant strategic experience.

Extensive frontline operational experience and strategic oversight essential. We’re specifically looking for someone who not only understands day‑to‑day service delivery but can also take a broader view—developing the service, identifying opportunities for income generation, and contributing to long‑term planning. A blend of practical leadership and strategic thinking is key for this role.

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.

About the Role

We are seeking 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. 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.

Key Responsibilities

• 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

What We’re Looking For

• 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