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

WHAT WE ARE LOOKING FOR

Essential

• 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

READY TO APPLY ✅

If you are interested in this role please upload your CV.

OTHER INFORMATION 📝

This is an exciting time at Careline365 part of the Appello group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.

We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.

If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.