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- Tasks: Lead a 24/7 customer service operation, ensuring high-quality support for residents and vulnerable individuals.
- Company: Join Enfield Council, a forward-thinking local authority dedicated to community and digital transformation.
- Benefits: Enjoy generous leave, a robust pension, flexible working, and professional development opportunities.
- Other info: Be part of a supportive team that values innovation and continuous improvement.
- Why this job: Make a real impact in safeguarding and emergency response while shaping vital frontline services.
- Qualifications: Experience in customer service leadership and managing high-pressure, multi-channel environments.
The predicted salary is between 40000 - 50000 £ per year.
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.
For an informal discussion, please contact Des O'Donoghue – Head of Community Services.
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.
Safe & Connected & Out of Hours Customer Services Operations Manager in London employer: Enfield Council
Contact Detail:
Enfield Council Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Safe & Connected & Out of Hours Customer Services Operations Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local events, and engage with professionals on platforms like LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its values. Understand their mission and how your experience aligns with their goals. This will help you stand out as someone who genuinely cares about contributing to their vision.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to customer service and crisis management. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills effectively.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our team and making a difference in the community.
We think you need these skills to ace Safe & Connected & Out of Hours Customer Services Operations Manager in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer service leadership, especially in high-pressure environments. We want to see how your skills align with the role of managing a 24/7 operation.
Showcase Your Communication Skills: Since this role involves engaging with residents and partner agencies, it's crucial to demonstrate your excellent communication abilities. Use clear and concise language in your application to reflect this strength.
Highlight Relevant Experience: Don’t forget to mention any previous roles that involved safeguarding, emergency response, or operational management. We’re looking for candidates who can manage complex situations effectively, so share specific examples!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way to ensure your application gets the attention it deserves. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at Enfield Council
✨Know Your Stuff
Make sure you understand the key responsibilities of the Safe & Connected & Out of Hours Customer Services Operations Manager role. Familiarise yourself with Enfield Council's values and how they align with your own experience in customer service leadership, especially in high-pressure environments.
✨Showcase Your Leadership Skills
Prepare examples that highlight your ability to lead and motivate teams. Think about specific situations where you've managed complex caseloads or made critical decisions under pressure. This will demonstrate your capability to handle the demands of a 24/7 operation.
✨Communicate Effectively
Practice articulating your thoughts clearly and confidently. Given the importance of communication in this role, be ready to discuss how you've engaged with residents, staff, and partner agencies in the past. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Emphasise Continuous Improvement
Be prepared to discuss how you've driven service improvements in previous roles. Highlight any data analysis you've done to identify trends and implement solutions that enhanced service quality. This shows you're proactive and committed to making a positive impact.