Service 24 Manager

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

Additional role requirements:
Basic DBS required

Are you an experienced customer service leader who thrives in a fast-paced environment and knows how to get the best out of people?

We’re looking for an experienced Service 24 Manager to lead our 24-hour emergency call service, ensuring customers receive a responsive, supportive and high-quality service whenever they need us.

You’ll lead and develop a team of managers, supervisors and operatives, taking responsibility for performance, resource planning and service delivery across a busy multi-channel operation. You’ll use data and customer insight to identify trends, tackle the root causes of service issues and continually look for ways to improve how we work.

This is a hands-on leadership role where you’ll need to stay calm under pressure, make sound decisions and create a positive, accountable culture where colleagues are supported to perform at their best.

What’s in it for you….

In addition to the salary, we offer a number of benefits, including:

• High street discount schemes
• Health cash plans
• 26 days’ annual leave, increasing to 29 after three years, with the opportunity to buy more
• Flexible bank holidays – take them when it suits you
• Car leasing scheme

What you’ll be doing……

• Leading, motivating and developing the Service 24 team, including Shift Managers, Shift Supervisors and Operatives
• Managing performance across a 24-hour multi-channel service and ensuring agreed KPIs and service standards are achieved
• Planning resources and managing the 24-hour duty rota to make sure the service is effectively covered
• Using performance data to identify trends, risks and recurring themes, providing clear reports and recommendations to senior managers
• Supporting colleagues through regular 1-1s, coaching, team meetings and performance conversations
• Ensuring safeguarding concerns, health and safety risks and issues involving vulnerable residents are identified and managed appropriately
• Overseeing escalations, complaints and more complex customer issues, stepping into frontline calls where needed
• Driving continuous improvement, challenging existing ways of working and supporting operational changes that improve the service

We recommend you read the full job description to get a really good understanding of what the role entails, you can find this as a downloadable attachment at the bottom of the advert.

What we’re looking for:

We’re looking for an experienced customer service manager who can lead confidently in a demanding 24-hour operational environment. You’ll bring:

• Strong experience managing teams within a customer contact or service environment
• Proven leadership skills with experience managing performance, motivating colleagues and developing high-performing teams
• Excellent communication skills and the confidence to influence, challenge and build effective relationships
• Strong analytical skills, with the ability to interpret performance data, spot trends and turn insight into action
• A customer-first approach, with the ability to remain calm, empathetic and solutions-focused under pressure
• Good knowledge of housing, safeguarding, customer service operations and working within a target-driven environment

At PA Housing, we believe in respect, integrity, and accountability. Our work is about people – not just properties – and we’re always looking for ways to do better. If that sounds like your kind of place, we’d love to hear from you.

Disclosure and Barring Service:

This role requires of the successful candidate to complete a basic/standard/enhanced DBS check. A basic DBS check shows only unspent convictions and conditional cautions. A standard/enhanced DBS check will show any spent and unspent convictions.

So why do we need to know this information? This role will be required to visit / support PA Housing residents in their own homes on a regular basis. Therefore we have a duty to our residents to ensure that we have taken precautions regarding who will be visiting them and representing PA Housing.

Having unspent convictions will not necessarily preclude you from being recruited into the role; if you are potentially the successful candidate, we will complete a risk assessment with you to understand the circumstances around your conviction, how relevant they are to the post you have applied for and what remedial action , if any, have you have taken since your conviction. Suitable references will also need to be obtained prior to commencement of employment.