Service Centre Manager in Maidstone

Location: Home Based

Salary: £52,000 plus £5,000 per annum shift allowance

Hours: 40 hours per week, based on a 4-week shift pattern, including night shifts (7.30pm-7.00am) and day shifts (8.30am-7.30pm).

Contract Type: Permanent

Purpose of the Role: Our client, a leading provider of housing solutions, is seeking a Service Centre Manager to lead a team of Coordinators who act as the first point of contact (FPOC) for inbound communications, complaints, and High-Profile Notifications (HPNs). The role involves planning rotas to ensure 24/7 service coverage, managing complaints, incident reporting, and overseeing the admissions and discharges of Service Users. The Service Centre Manager drives high service standards and customer satisfaction by leading, coaching, and motivating the team to meet operational Key Performance Indicators (KPIs). This is a home-based role working on a four-week shift pattern, providing full 24/7 coverage. CTC clearance is required.

Key Responsibilities:

• Lead the Service Centre team to manage all inbound communication, transport scheduling, and customer queries, ensuring compliance with contractual KPIs.
• Oversee daily transport operations, ensuring all Service User movements are scheduled and delivered efficiently, including urgent and short-notice requirements.
• Manage complaints, incidents, and High-Profile Notifications, ensuring timely reporting, accurate recording, and appropriate escalation procedures.
• Ensure the effective use and availability of rooms/properties for new arrivals, particularly during out-of-hours operations.
• Maintain operational compliance through accurate reporting, data management, and oversight of systems.
• Ensure effective triage and escalation of safeguarding issues and high-profile notifications, especially out of hours.
• Manage rotas, ensuring appropriate coverage for annual leave and sickness to maintain 24/7 service continuity.
• Support, coach, and develop staff to maintain high service standards, ensuring performance management and training needs are met.
• Build strong relationships with customers, service providers, and external partners.
• Conduct regular team meetings, monthly one-to-ones, and manage staff training, development, and performance.
• Promote a culture of continuous improvement, learning, and operational excellence aligned with company values and contractual obligations.

Required Skills:

• Leadership - Ability to manage, motivate, and develop a team in a fast paced, 24/7 environment.
• Organisation - Strong ability to plan rotas, prioritise tasks, and manage multiple streams of work effectively.
• Communication - Clear and professional verbal and written communication skills.
• Problem-Solving - Quick thinking and practical in handling incidents and urgent issues.
• Customer Focus - Committed to providing a high level of service and ensuring timely responses to all queries and complaints.
• Attention to Detail - Ensuring records, reports, and compliance documentation are accurate and up-to-date.
• Data and Systems - Confident using operational systems and managing real-time data.
• Compliance Knowledge - Awareness of safeguarding, contractual, and reporting requirements.
• Flexibility - Adaptable to shift patterns and changing operational demands.

Benefits:

• 25 days annual leave plus bank holidays
• Health Membership
• Life cover
• 6-month probation period
• 4% employer and 4% employee pension contribution
• Laptop, phone, and other equipment as needed
• Employee Assistance Programme
• Referral scheme

The successful candidate will need to hold a valid UK driving licence and will be required to undergo a satisfactory DBS (Disclosure and Barring Service) check and Counter Terrorism Clearance (CTC) check, in accordance with the responsibilities of the role.

Please contact Kerrie Collett on 07778 403485 to learn more, or submit your application today.