Safe & Connected/Out of Hours 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 2 days remote working EN1 3ES

The right candidate will:

• 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

We require the following:

• 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 ROLE, PLEASE SEND OVER YOUR CV AND I WILL CHECK WHAT ROLES I HAVE AVAILABLE.

Look forward to speaking with you soon,