Overview
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.
Responsibilities
* Provide line management for at least ten Careline operators.
* Ensure all life critical calls from vulnerable members of the public are handled in a patient, sympathetic, and understanding manner.
* Ensure calls are brought to a satisfactory conclusion quickly, safely, and effectively in accordance with approved procedures and timescales.
* Support, guide, and coach staff, leading by example with a positive and flexible approach.
* Assist with operation of Careline by giving advice, guidance and coaching to all staff.
* Participate in meetings and be flexible to fit in with team rotas.
Experience and Qualifications
* Strong leadership experience with the ability to support, guide, and develop a team—especially in high-pressure or emotionally sensitive environments.
* Ability to adapt communication style to meet the needs of vulnerable service users, maintaining empathy, clarity, and professionalism at all times.
* Solid IT skills with experience of relevant software packages; able to use technology to empower service users and team members.
* Ability to handle confidential and sensitive situations with discretion, sound judgment, and an understanding of safeguarding and data protection principles.
* Background check with the Disclosure and Barring Service (DBS) required.
Working Pattern
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 the team works 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.
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.
Equality, Diversity and Inclusion and Recruitment
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.
Contact and Application Details
If you would like an informal chat about the post, you can contact Catherine Oakes on catherine.oakes@north-herts.gov.uk.
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.
Closing Date: Noon 22nd September
Interviews: 2nd and 3rd October
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