Location
Enfield, London

Hours
Full Time - 24/7 operational coverage including daytime and out-of-hours shifts

Salary
£55,542 per annum

About the Role
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 responsibilities 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 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 pride ourselves on a strong community focus, investment in digital transformation, and 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 passionate about public service and driven by a clear vision for a fairer, safer, and more connected borough.

Our Offer to You
In addition to a comprehensive benefits package—including 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. You will 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 through tailored training and leadership development opportunities, enabling you to make a meaningful impact every day.

Why it's great to work for Enfield Council
- 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 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 providing free and confidential advice and counselling services for staff and their families.
- Health and leisure discounts and tax-free bikes for work.
We encourage a culture that puts customers at the heart of everything we do by empowering our people to work together to find solutions, be open, honest and respectful, take responsibility, and listen and learn. Flexible working is supported and encouraged.

Experience
- Proven experience as a customer service leader managing high-pressure, multi-channel service environments.
- Experience ideally within local government, emergency response, telecare, or other 24/7 operational settings.
- Strong operational management skills including rota planning, performance monitoring, and service improvement.
- Solid understanding of safeguarding, risk management, and escalation procedures.

About you
- Excellent communication and interpersonal skills with the ability to engage confidently with residents, staff, and partner agencies.
- Ability to analyse data, identify trends, and implement solutions to enhance service quality and efficiency.
- Calm, resilient, and proactive approach, especially when dealing with emergencies or vulnerable service users.
- Motivational leadership style with the ability to lead and inspire a skilled team.
- Commitment to public service values and continuous improvement.

Qualifications
Not explicitly stated; however, relevant leadership experience in customer service or operational management within similar sectors is essential.