Safe & Connected-Out of Hours Customer Service Manager

Description

Our local government clients in Enfield, Greater London, are seeking a Safe & Connected/Out of Hours Customer Service Manager to provide strategic and operational leadership for a complex, high-risk 24/7 service that delivers critical support to residents outside core working hours. The role provides clear accountability for service performance, safeguarding decision-making, escalation pathways and statutory compliance across Safe & Connected and OOH customer services, ensuring that responses are timely, proportionate and consistently high quality. A key requirement of the role is strong analytical capability, using performance data, demand trends, and risk information to inform operational decisions, service planning, and continuous improvement. At the same time, ensuring resources are aligned with areas of greatest need.

Responsibilities

Responsibility for effective financial management, including budget oversight, forecasting, monitoring expenditure and identifying efficiencies, ensuring that services deliver value for money while maintaining safety and quality. The role also requires the ability to produce clear, high-level written reports for senior leaders, directors and members, translating complex operational, financial and performance information into concise, evidence-based briefings and recommendations. Through strong analytical insight, sound financial management and high-quality reporting, the Manager plays a critical role in supporting strategic decision-making, strengthening governance and ensuring the resilience and sustainability of this essential 24/7 service.

Qualifications – Essential

• GCSE Grade (or equivalent) in English Language and Mathematics.
• Qualifications & Professional registration criteria
• Advanced Microsoft Office, Word, Excel, Outlook, Social Media and CRM.

Criteria for Shortlisting - About You - What We're Looking for in the Ideal Candidate:

• Proven experience in leadership and management.
• Proven experience in budget management and other resources.
• Understanding of positive risk taking, risk assessment/ management and safeguarding adults and an ability to apply this to real-life situations
• In-depth knowledge of assistive technology and telecare, and its contribution to delivering strengths-based outcomes for customers.
• Knowledge of the role and organisation of partner agencies such as health, housing, and the voluntary and community sector and ability to build relationships with them.
• Demonstrated ability to develop, implement, and manage crisis response protocols for out-of-hours operations.
• Knowledge of Social care and health legislation, policies, procedures and best practice guidance and how they impact on customers, including evidence of their implementation and application.
• Proven experience of working in an environment assessing risks when responding to emergency requests from the elderly and /or vulnerable persons in the community.
• Ability to work in a demanding environment and under sustained pressure, responding to emergency calls in times of crisis and assessing the best course of action in a situation where customers are unable to respond directly
• Ability to work alone or as part of a team.
• Knowledge of the TSA (Telecare Services Association) standards and alternative Telecare Accreditation programmes.

Compliance Requirements

• 5 Years References
• Enhanced DBS & barred list check (Adults)
• Willing to engage in the Pre-Engagement Questionnaire and mandatory pre-screening application process.

Diamond Blaque Group, a leading public-sector provider, is acting as the employment Business for this vacancy. We are dedicated to fostering an inclusive environment that values diversity and equal opportunity in the workplace.