Safe & Connected​/Out Of Customer Service Manager

Good Afternoon, I am currently representing Enfield Council, who are offering an initial temporary contract for a period of 6 months with a view to be extended or offered a permanent position for the right candidate at a rate per day which is negotiable dependent upon experience.

We are looking for a Safe & Connected/Out of Hours Customer Service Manager
. This role will be hybrid: 3 days office based and 2 days remote working.

Location:

EN1 3ES
.

• 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.

• 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.

To discuss this opportunity further please send over an up‑to‑date CV and give me a call on (phone number removed).

If you know someone who would be a good fit for the role, please send over their contact details and get in touch, as we do offer a generous referral fee.

IF THIS ROLE IS NOT APPLICABLE TO YOU, BUT YOU ARE LOOKING FOR A ROLE, PLEASE SEND OVER YOUR CV AND I WILL CHECK WHAT ROLES I HAVE AVAILABLE.

Look forward to speaking with you soon.