Role Overview
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.
About Enfield Council
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.
Ideal Candidate
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.
Diversity and Equality
We are a Disability Confident employer. Any applicant who declares a disability and meets the minimum criteria for the job will generally be offered an interview.
Offer and Benefits
In addition to Enfield Council's comprehensive benefits package—including generous annual leave, a robust pension scheme, flexible working options, and access to professional development—our role offers opportunities to shape frontline service, influence transformation projects, and contribute meaningfully to community safety and wellbeing.
Benefits
* Excellent pension through the Local Government Pension Scheme (LGPS).
* Up to 32 days annual leave depending on grade and length of service; 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 opportunities from a range of training courses.
* Employee Assistance Programme providing free, confidential advice and counselling services.
* Health and leisure discounts and tax‑free bike‑to‑work scheme.
We reserve the right to close this vacancy once a sufficient number of applications have been received. Therefore, we advise that you complete your application as soon as possible to avoid disappointment.
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