TELECARE TEAM LEADER - Internal Only

We're looking for a passionate and people-focused Telecare Team Leader to join our Alarm Response Centre (ARC) team. This is a highly rewarding role where you'll lead a team of Emergency Call Handlers, ensuring customers receive safe, timely and high-quality support when they need it most.
Our customers include elderly and vulnerable individuals who rely on our service during emergencies. As a Team Leader, you'll play a crucial role in ensuring calls are handled efficiently and supporting your team in meeting key service targets, including answering the vast majority of calls within strict timeframes.
You'll be responsible for the day-to-day management, development and performance of your team, while contributing to the wider operational running of the centre.
As a Telecare Team Leader, you'll combine people leadership, operational oversight and service excellence, including:
️WHAT YOU'LL BE DOING
Team leadership and development
Leading, motivating and developing a team of 10-15 Emergency Call Handlers
Managing day-to-day team performance, setting objectives and providing regular feedback
Conducting one-to-ones, performance reviews and supporting career development
Coaching and mentoring colleagues to improve service quality and performance
Managing attendance, absence and performance processes in line with company policy
Operational delivery
Overseeing daily operations and ensuring service levels and KPIs are met
Supporting the resolution of escalated issues and operational challenges
Monitoring performance data and reporting on team effectiveness
Collaborating with other departments to improve processes and customer experience
Customer care and service quality
Ensuring every customer receives a high standard of telecare support
Handling complaints and complex queries in a timely and professional manner
Working closely with customer service and technical teams to ensure seamless delivery
Technology, compliance and improvement
Supporting the use and optimisation of telecare platforms and systems
Ensuring compliance with safeguarding, data protection and regulatory requirements
Identifying opportunities for continuous improvement across service delivery
Supporting reporting and sharing insights with senior management
Planning and on-call responsibilities
Supporting rota planning to ensure appropriate staffing levels
Assisting with annual leave approvals when required
Participating in a 24/7 on-call rota, providing support with operational, technical or absence-related issues
Supporting business continuity and incident response where needed

You'll be a calm, confident and supportive leader who thrives in a fast-paced environment and is motivated by making a difference.
You'll bring:
A strong customer-first mindset and commitment to delivering excellent service
Clear and confident communication skills, both written and verbal
A flexible approach to working patterns, including on-call responsibilities
Strong problem-solving and analytical skills, with a focus on continuous improvement
The ability to remain calm and make sound decisions in high-pressure situations
A proactive and innovative mindset, with a willingness to suggest new ideas
A collaborative and supportive approach when working with colleagues and stakeholders, Experience managing or supervising teams in a customer service or operations environment
Experience working in a contact centre or similar fast-paced setting
Strong leadership and people management skills
Experience managing performance, KPIs and operational delivery
Ability to prioritise workload and manage multiple tasks effectively
Strong communication and stakeholder management skills
Desirable
Experience in telecare, healthcare or technology-driven services
Familiarity with telecare platforms or digital health technologies
Experience using systems such as Genesys
Knowledge of medical conditions or triaging approaches

️Please note that this role is subject to pre-employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required. ️
Careline365 Perks
248 hours holiday rising to 263 with length of service. This includes bank holidays that you will work if rota'd
We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
24/7 employee assistance programme with an easily accessible app!
Family and friends' discounts on our services & products
Pension Scheme, up to 3% employers contribution
Free on-site parking