Safe & Connected & Out of Hours Customer Services Operations Manager

Safe & Connected & Out of Hours Customer Service Operations Manager
Enfield Council
About the Role
This is a pivotal leadership role within Enfield Council’s Safe & Connected and Out of Hours (OOHs) service. You will oversee a 24/7 customer-facing operation that provides essential support to residents, vulnerable individuals, and partner agencies. Your remit will include managing service performance, ensuring high-quality customer interactions, leading a skilled team of officers, and driving continuous improvement across both daytime and out-of-hours functions. You will play a key role in safeguarding, emergency response, and ensuring that residents receive timely, compassionate, and effective support whenever they need it.
About Enfield Council
Enfield Council is an ambitious, diverse, and forward‑thinking local authority committed to delivering excellent services and improving outcomes for all residents. We are proud of our strong community focus, our investment in digital transformation, and our dedication to creating a borough where everyone can thrive. As an employer, we value collaboration, innovation, and the development of our people. Joining Enfield means becoming part of an organisation that is passionate about public service and driven by a clear vision for a fairer, safer, and more connected borough.
About the Ideal Candidate
You will be an experienced customer service leader with a strong background in managing high‑pressure, multi‑channel service environments—ideally within local government, emergency response, telecare, or other 24/7 operational settings. You bring a proven ability to lead and motivate teams, manage complex caseloads, and make sound decisions in time‑critical situations.
Key strengths include:

- Excellent communication and interpersonal skills, with the ability to engage confidently with residents, staff, and partner agencies.
- Strong operational management experience, including rota planning, performance monitoring, and service improvement.
- A solid understanding of safeguarding, risk management, and escalation procedures.
- The ability to analyse data, identify trends, and implement solutions that enhance service quality and efficiency.
- A calm, resilient, and proactive approach, especially when dealing with emergencies or vulnerable service users.

Our Offer to You
In addition to Enfield Council’s comprehensive benefits package—which includes generous annual leave, a robust pension scheme, flexible working options, and access to professional development—we offer a role where your leadership directly contributes to the safety and wellbeing of our community. You will have the opportunity to shape the future of a vital frontline service, influence service transformation projects, and work within a supportive leadership team that values innovation and continuous improvement. We are committed to investing in your growth, offering tailored training, leadership development opportunities, and the chance to make a meaningful impact every day.
Contact Details -
If you would like to know more about the role, please contact Des O'Donoghue - Head of Community Services - des.o'donoghue@enfield.gov.uk for an informal discussion.
If you have any difficulties accessing this information, please contact Farida Uddin on 0208 132 1027 or email farida.uddin@enfield.gov.uk

“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”.
We reserve the right to close this vacancy once a sufficient number of applications have been received. Therefore, we advise that you complete fully and submit your application as soon as possible to avoid disappointment.
We do not see your name or title when shortlisting your application. This is one of many initiatives to build a more talented and diverse workforce. However, if you put your name on your CV or Statement it will be visible to us. For this reason, we ask that you do not include your name on these documents. Please note it is your responses to the Essential/Desirable criteria, as detailed in the Job Description and Person Specification which is available on the job advert, that will determine if you are shortlisted for an interview, therefore we encourage you to always address the essential and desirable criteria in your application/CV.
Why it's great to work for Enfield Council:

- An excellent pension through the Local Government Pension Scheme (LGPS).
- Up to 32 days annual leave depending on grade and length of service. You will also get eight public holidays per year and an extra day off at Christmas.
- A blend of remote and office based working for most roles.
- Interest free season ticket loan repayable over three or ten months.
- Career development and learning experiences from a range of training courses and learning methods.
- Employee Assistance Programme to provide advice and counselling services. This is a free and confidential service available to staff and members of their family.
- Health and leisure discounts and tax-free bikes for work.

We are passionate about our people and how we deliver services to our community in Enfield. That’s why we encourage a culture that puts our customers at the heart of everything we do - by empowering our people to work together to find solutions, be open, honest and respectful, take responsibility and listen and learn. If you value these behaviours too, we’d love to hear from you - and of course we are always happy to talk flexible working, click here to find out more.
If you have previously applied for this role within the past 6 months, unfortunately, a second application will not be considered.