Job Details
JOB DESCRIPTION
This role is within Enfield Council’s Safe and Connected team.
Candidates must have proven experience in the day-to-day management of a customer service centre and possess significant strategic experience.
Extensive frontline operational experience and strategic oversight essential. We’re specifically looking for someone who not only understands day-to-day service delivery but can also take a broader view—developing the service, identifying opportunities for income generation, and contributing to long-term planning. A blend of practical leadership and strategic thinking is key for this role.
Are you a dynamic leader with a passion for delivering exceptional customer care in critical services? Do you thrive in fast-paced, high-stakes environments where your decisions make a real difference? If so, we want to hear from you.
About the Role
We are seeking an experienced Telecare & Out-of-Hours (OOH) Customer Services Manager to lead our dedicated team in providing 24/7 support to vulnerable individuals and communities. This is a pivotal role ensuring the smooth operation of our telecare and emergency response services, with a strong focus on quality, compliance, and compassionate care.
Key Responsibilities
– Lead, motivate, and develop a high-performing team of contact centre professionals across Telecare and OOH services
– Oversee daily operations, ensuring KPIs, SLAs, and regulatory standards are consistently met
– Drive continuous improvement in service delivery, customer satisfaction, and staff engagement
– Collaborate with internal departments and external partners to enhance service integration and responsiveness
– Manage escalations, incidents, and service disruptions with calm, decisive leadership
– Monitor performance data and produce regular reports for senior leadership
What We’re Looking For
– Proven experience managing Telecare, OOH, or emergency response services
– Strong leadership and people management skills, with a coaching mindset
– Excellent understanding of safeguarding, data protection, and service compliance
– Ability to remain calm under pressure and make sound decisions in real-time
– Tech-savvy with experience in CRM/contact centre systems and performance dashboards
– Flexible, resilient, and passionate about making a difference
