Telecare Team Leader - Nights
Location: Based at Kedleston Road, Derby
Permanent Night Duty
Derby Carelink - 24-Hour Emergency Monitoring & Response Service
Are you a compassionate leader with a strong background in customer care and a passion for supporting vulnerable people? We're looking for a Telecare Team Leader (Nights) to join our dedicated team at Derby Carelink, where we deliver critical 24-hour support to older, disabled, and vulnerable individuals—right when they need it most.
About the Role:
As our Telecare Team Leader, you'll lead and support a team of call handlers and responders, ensuring we deliver a professional, efficient, and empathetic service—night after night. Your role will be vital in maintaining high standards, meeting service targets, and ensuring vulnerable service users always feel safe and supported.
Key Responsibilities:
1. Lead, coach, and support a team of night shift staff handling emergency calls and response visits
2. Supervise the installation of telecare equipment in clients' homes
3. Monitor performance and deliver training to new and existing team members
4. Ensure KPIs and service standards are met through performance management and data insights
5. Collaborate with internal teams and partner agencies to support vulnerable adults
6. Maintain accurate records using a wide range of IT systems
What We're Looking For:
1. Proven experience in leading a team within a fast-paced customer service or call centre environment
2. Understanding of services for older or vulnerable adults, ideally within a telecare setting
3. Skilled in performance monitoring and using data to drive improvement
4. Excellent interpersonal, communication, and IT skills
5. A proactive, problem-solving attitude and a vibrant personality
Essential Requirements:
1. A full UK driving licence and access to a vehicle (mileage reimbursed)
2. Enhanced DBS check for Adults Workforce (to be completed if not already held)
3. Willingness to work permanent night shifts
What We Offer:
1. A rewarding role where you make a real difference every night
2. Ongoing training and development
3. Mileage reimbursement
4. Supportive team culture
5. Opportunities to shape and improve services
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