TELECARE TEAM LEADER - Internal Only in Norwich

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:

• 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

You'll be a calm, confident and supportive leader who thrives in a fast‑paced environment and is motivated by making a difference.

You’ll Bring:

• A strong customer‑first mindset and commitment to delivering excellent service
• Clear and confident communication skills, both written and verbal
• A flexible approach to working patterns, including on‑call responsibilities
• Strong problem‑solving and analytical skills, with a focus on continuous improvement
• The ability to remain calm and make sound decisions in high‑pressure situations
• A proactive and innovative mindset, with a willingness to suggest new ideas
• A collaborative and supportive approach when working with colleagues and stakeholders
• 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

Please note that this role is subject to pre‑employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required.

Careline365 Perks:

• 248 hours holiday rising to 263 with length of service. This includes bank holidays that you will work if rota'd
• We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
• 24/7 employee assistance programme with an easily accessible app
• Family and friends' discounts on our services & products
• Pension Scheme, up to 3% employers contribution
• Free on‑site parking