About the role
Location: Derby City (DE22) Hours: 37 hours per week Shift: Permanent nights, starting 23:00 Contract: Until 27/09+ Rota: Includes weekends and bank holidays Mileage paid
We are seeking an experienced and motivated Telecare Team Leader to support the delivery of a high‑quality, customer‑focused 24/7 telecare alarm service. This role is ideal for someone with strong leadership skills, a background in customer care, and a genuine commitment to supporting vulnerable adults and older people.
Key Responsibilities
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Lead, supervise and develop the Carelink team to ensure a professional and efficient 24/7 telecare service
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Provide operational management and guidance, including installation, testing and maintenance of Telecare and Telehealth equipment
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Support the 24/7 emergency response function and provide direction to the call handling team
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Deliver out‑of‑hours management support on a rota basis, including nights, weekends and bank holidays
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Monitor service delivery to ensure compliance with TSA (Telecare Services Association) accredited standards
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Attend meetings, training sessions and service‑related events, including on non‑designated working days
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Handle escalated and complex customer queries professionally and effectively
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Use performance data and benchmarking to drive service improvements
Essential Requirements
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Proven experience leading and supporting a team, ideally within a telecare or similar environment
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Strong understanding of vulnerable adults, older people’s services, and partnership working with statutory agencies
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Management and supervisory experience gained in a customer care environment
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Full UK driving licence, access to a vehicle, and business‑use insurance
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Confident, positive and able to thrive in a busy environment
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Strong computer and telephone skills
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Excellent customer service and communication abilities
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Ability to work permanent nights on a rota including weekends and bank holidays
About the Role
This position plays a key part in ensuring the Carelink service operates smoothly, professionally and in line with industry standards. You will be responsible for maintaining service quality, supporting staff, and ensuring that vulnerable service users receive a reliable and responsive telecare service at all times
How to apply
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