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Telecare Team Leader

3 months ago

Derby, Derby, United Kingdom Derby City Council Full time

Job description

An excellent opportunity has arisen for an experienced and professional Team Leader to oversee and drive forward our 24-hour, 365 day a year service.

Based at Kedleston Road, Derby Carelink is 24-hour emergency monitoring and response service that ensures vulnerable people have access to support at the end of the telephone or at the touch of a button whenever they need it. We also offer a range of other technologies to protect our customers in an emergency.

You will be part of a team working permanent nights on a rota basis including weekends and bank holidays.

This is a permanent position working 37 hours per week.

Who We Are
Here at Derby City Council, we're dedicated to delivering nearly 250 first-class services to citizens and businesses in the heart of the Midlands. People are at the centre of all that we do, and we have an outstanding track record of recruiting and developing talented individuals by providing them with varied and fulfilling career opportunities. Find out more about what it's like to work for us.

What We Offer
You too could be part of something brilliant by becoming a colleague at Derby City Council; in addition to making a difference to the lives of people across the city, you'll also receive:


• Continued professional development opportunities & career conversations

• 27 days annual leave (rising to 32 days after 5 years' service), plus bank holidays (depending on contract)

• Local Government Pension Scheme (depending on contract)

• Team Derby Rewards – retail and leisure discounts

• Tusker Car Benefit Scheme

• Cycle2Work Scheme & free cycle training

• Employee Assistance Programmes & Support

• Access to our Equality Employee Networks – LGBTQ+, Disabled Employee Network & Carers and our Black, Asian & Minority Ethnic Employee Support Network

• Support for colleagues who are carers

The Opportunity
In the role of Telecare Team Leader, here's an example of what you'll be doing to make an impact:


• Joining us with your experience of call centre team management, you will lead, develop, and supervise call handling as well as visits to older, vulnerable and disabled people and supervise installations of telecare equipment

• We will look to you to monitor individual employees' performance and train and support new and existing team members

• Using your performance management experience and problem-solving skills, you'll ensure an efficient, effective, courteous and professional service is provided to all service users and ensure that the highest level of customer service standards are met and targets are achieved

About You
To be successful in this role, you'll ideally have...


• Proven experience in leading and supporting a team, ideally within a telecare environment

• An understanding of vulnerable adults and older people's services including partner and statutory agencies

• Ideally qualified to NVQ Level 3, you will have management experience gained in a fast-moving customer care environment

• A full and current driving licence and access to a vehicle for work with business use insurance is an essential requirement of this post (Mileage will be paid)

• A vibrant personality and enjoy working in a busy environment

• Used performance data and benchmarking to improve performance

• A wide range of computer skills

• Customer service skills

Next Steps
The closing date for this vacancy is at midnight on 14th June 2024.