Your role
Herts Careline provides vital reassurance and assistance 24 hours a day, 7 days a week, to the elderly, disabled and vulnerable.
We are looking for a Team Leader to join our service.
The Team Leader will have line management responsibility for at least ten Careline operators and their principal task is to ensure that they, and the Operators they oversee, deal with all life critical calls from vulnerable members of the public in a patient, sympathetic, and understanding manner and are brought to a satisfactory conclusion as quickly, safely, and effectively as possible in accordance with approved procedures and timescales.
The experience you will bring
You must demonstrate strong leadership experience, with the ability to support, guide, and develop a team—especially in high-pressure or emotionally sensitive environments.
You must be confident in adapting your communication style to meet the needs of vulnerable service users, ensuring empathy, clarity, and professionalism are maintained at all times.
As a skilled operator, the Team Leader will support the operation of Careline by giving advice, guidance and coaching to all staff, leading by example, demonstrating a positive and flexible approach.
You must have solid IT skills, including experience with relevant software packages, and be able to use technology to empower both service users and team members.
You must be capable of handling confidential and sensitive situations with discretion, sound judgment, and a clear understanding of safeguarding and data protection principles.
This position will be on a rota pattern over 7 weeks and will typically involve working variable shifts including Bank Holidays, Christmas Day, Nights and Weekends.
As your team work a rota you may be required to be flexible to fit in with them for meetings where required. You must be willing and able to participate in an on-call rota, attending site when necessary to respond to staffing or technical emergencies with urgency and calm authority.
Please note, the successful applicant for the above post will be background checked with the Disclosure and Barring Service (formerly the Criminal Records Bureau).
About us
North Hertfordshire is a large rural district with approximately 125,000 residents with four historic towns, Hitchin, Baldock, Royston and Letchworth Garden City. The Council has a clear vision: We put people first and deliver sustainable services, to enable a brighter future together.
Why work with us?
We are committed to promoting equality, diversity, and inclusion in our recruitment practices and in our employment policies. We want our employees to feel safe to express themselves and we encourage applicants from diverse backgrounds with a wide range of talents. We are dedicated to promoting a healthy work/life balance, valuing our employees, and enabling them to make a difference to the local community.
Please note that all our vacancies require you to live and work in the UK, and selection interviews are face to face in our Letchworth offices or other nearby council sites.
At North Herts Council we are proud to be a Disability Confident employer and we guarantee an interview to anyone disclosing a disability whose application meets the minimum requirements for the job.
If you would like an informal chat about the post, you can contact Catherine Oakes on
Please note, we reserve the right to close this vacancy early if we receive sufficient suitable applications. Therefore, if you are interested, please submit your application as early as possible.