Customer Services Operations Manager

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.

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.

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

• 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.

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 – 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.

Benefits

• An excellent pension through the Local Government Pension Scheme (LGPS).
• Up to 32 days annual leave depending on grade and length of service, plus 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, a free and confidential service available to staff and members of their family.