Safe & Connected/Out of Hours Customer Service Manager (MM2)
Enfield Council
Role
Who You Are
You are a dynamic leader with proven management experience, especially in telecare and out-of-hours customer services. Your expertise in assistive technology and dedication to supporting independence amongst the vulnerable population is matched by your capability to handle high-risk, 24/7 operations. You have a strategic mindset, equipped to drive innovation and improvement while showcasing strong analytical skills to inform decision-making and optimize operations.
What the job involves
As a Safe & Connected Operations Manager, you will provide strategic and operational leadership for a high-risk, 24/7 telecare and emergency response service. You will be accountable for ensuring all telecare alarm activations, wellbeing checks, emergency responses, and safeguarding concerns are managed safely and efficiently. This role involves overseeing assistive technology monitoring, managing risk triage, and fostering coordinated multi-agency responses. You will lead the Out of Hours (OOHs) Customer Services, making certain non-telecare enquiries are addressed to a high standard. You will also be responsible for budget management, workforce planning, performance reporting, and driving continuous improvement initiatives to enhance service quality.
Skills
- Proven leadership and management experience
- Experience in budget and resource management
- Understanding of risk management and safeguarding adults
- In-depth knowledge of assistive technology and telecare systems
- Strong crisis response protocol management skills
- Ability to work collaboratively with various stakeholders
- Knowledge of relevant social care and health legislation
- Advanced analytical and decision-making capabilities
- Excellent communication skills, both verbal and written