Telecare Team Leader
We are currently looking for a Telecare Team Leader to manage our clients crucial LifeLine service.
In this role you will line manage a team of advisors in responding and resolving emergency alarm calls to ensure the safety and welfare of
our vulnerable and elderly customers.
Ensuring the service is fully resourced at all times, you will manage the performance of the team and develop them accordingly to ensure service excellence.
The team action the LifeLine alarm calls, offer support to meet the
identified needs, refer calls to other emergency services and where an emergency situation arises provide a responder service, from 7am to 11pm, 365 days a year. They also cover the out of hours services for housing repairs and emergency adult and children’s social services in the area.
We are looking for a Team Leader who will remain calm, demonstrate empathy and understands the needs and circumstances of our vulnerable customers, who are often in emergency situations or at crisis, and imprint thesequalities on to their team.
You will be confident working independently, as a member of team and in a busy environment, calmly making decisions and initiating actions.
From a customer service delivery background, you will have experience of monitoring and improving a service while
adhering to regulations and procedures.
It is essential that you have successful experience in managing and
developing a team to achieve service excellence. You will be familiar with the needs of vulnerable people, the support services available and liaising with external agencies and services. You will have a good understanding of confidentiality, data protection and security of data.
Your computer skills will allow you to use Microsoft Office and
bespoke systems and with your good written and verbal English communication skills you will communicate and record information clearly, accurately and concisely.
To be considered for this role you must have a full and current driving licence.