Safe & Connected & Out of Hours Customer Service Operations Manager
Enfield Council
About the Role
This pivotal leadership role will manage Enfield Council’s 24/7 safe & connected and out‑of‑hours service, providing essential support to residents, vulnerable individuals and partner agencies. The position requires:
- Overseeing a multi‑channel customer service operation that runs around the clock.
- Monitoring and improving service performance, ensuring high‑quality customer interactions.
- Leading, motivating and developing a team of officers.
- Driving continuous improvement initiatives across both daytime and out‑of‑hours functions.
- Co‑ordinating safeguarding, early intervention and emergency response activities.
- Analysing data to identify trends and implementing solutions that enhance service quality and efficiency.
About the Ideal Candidate
- Experienced customer service leader with a track record in high‑pressure, 24/7 operational settings.
- Strong operational management skills, including rota planning, performance monitoring and service improvement.
- Sound knowledge of safeguarding, risk management and escalation procedures.
- Excellent communication and interpersonal skills, able to engage confidently with residents, staff and partner agencies.
- A calm, resilient, and proactive approach to handling emergencies and vulnerable service users.
Our Offer to You
- Competitive salary within £55,542 – £70,452 depending on experience.
- Generous annual leave (up to 32 days, depending on grade and length of service) and eight public holidays per year.
- Robust pension scheme (LGPS) and flexible working options.
- Opportunities for professional development, leadership training and tailored career progression.
- Employee assistance programme, health and leisure discounts, tax‑free bike scheme and interest‑free season‑ticket loan.
Equal Opportunities
This authority is committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share in this commitment.
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