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 and 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 ..... full job details .....