Job Title: Service Centre Manager 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