Telecare Team Leader
Salary: paying up to £30,000 (DOE) plus benefits and bonus
Location: Hybrid – Norwich
Shift Patterns:
- Option 1: Tues–Thurs 10:00-18:30, Fri–Sat 11:30-20:00
- Option 2: Tues–Thurs 09:00-17:30, Fri–Sat 08:00-16:30
Role Overview:
The Telecare Team Leader oversees a team in the Alarm Response Center (ARC), supporting Emergency Call Handlers and ensuring excellent service. Responsibilities include performance management, KPI monitoring, recruitment, scheduling, and staff training. This role involves one week of on-call support every five weeks, assisting with both team operations and high call volumes when needed.
Key Responsibilities:
- Team Leadership: Promote a positive work environment, motivate team members, manage performance and absence.
- Operational Oversight: Monitor KPIs, ensure compliance with TSA standards, and assist with staffing and cost management.
- Support & Development: Conduct appraisals, create improvement plans, and provide training.
- Call Handling Support: Step in during high volumes or emergencies to support call handling.
Benefits:
- 31 days of holiday (rising with tenure)
- Discounts on a variety of services and products
- 24/7 employee assistance program
- Pension scheme (up to 3% employer contribution)
- Free on-site parking