Lifeline Team Leader

Brackenberry; Loughborough; On-site; GBP 60,000 - 80,000; Full time

Job summary

A local authority partner in Loughborough is seeking a Lifeline Team Leader for a 3-month contract. The candidate will respond to emergency alarms, coordinate support, and liaise with various services while delivering a high standard of care. Previous experience with call taking systems and strong communication skills are essential. This office-based role requires effective decision-making in high-pressure situations and the ability to work in a rolling shift pattern.

Qualifications

• Previous experience using Tunstall PNC call taking systems is essential.
• Experience in a call handling, control room, or emergency response environment is required.
• Ability to make calm, effective decisions in emergency situations is crucial.

Responsibilities

• Respond promptly to emergency alarm activations and general enquiries.
• Assess emergency situations and decide on appropriate support.
• Liaise with families and emergency services while maintaining confidentiality.
• Deliver high-quality customer care to vulnerable service users.
• Respond to out-of-hours emergency repair requests.

Skills

Experience using Tunstall PNC call taking systems

Working in a call handling or emergency response environment

Strong communication skills

Customer service skills

Ability to make calm decisions under pressure

Willingness to work a rolling shift pattern

Job description

We are working closely alongside a Local Authority in Charnwood to assist with the appointment of a Lifeline Team Leader, on a 3-month contract, highly likely to be extended at clients discretion. Please apply with your CV for immediate consideration.

Rate of Pay: £13.90 - £18.08 per hour

Hours per Week: 24

Summary:

The post holder will respond to emergency alarm activations, assess situations, coordinate appropriate support, and liaise with emergency services, next of kin, council officers, and contractors. This is an office-based role with some lone working and operates on a rolling shift pattern.

Responsibilities:

• Respond promptly and courteously to emergency alarm activations and general enquiries, ensuring all actions are accurately recorded in line with procedures
• Assess emergency situations and decide on the most appropriate support, including contacting emergency services, next of kin, or Emergency Call-out Officers
• Liaise with customers families, keyholders, wardens, social services, emergency services, and council officers while maintaining confidentiality
• Deliver a high standard of customer care to vulnerable service users at all times
• Work closely with the Warden Services team and Emergency Call-out Officers to ensure a seamless service
• Respond to out-of-hours emergency repair requests and liaise with repairs teams, contractors, and utility providers

Essentials:

• Previous experience using Tunstall PNC call taking systems
• Experience working in a call handling, control room, or emergency response environment
• Ability to make calm, effective decisions in emergency and high-pressure situations
• Strong communication and customer service skills
• Willingness to work a rolling shift pattern, including nights, weekends, and bank holidays

Please note:

• You should be available to work immediately or at a short notice.
• You should have right to work in U.K.

Disclaimer: Brackenberry Ltd is acting as an Employment Business in relation to this vacancy. We are committed to equality in the workplace and is an equal opportunity employer. Unless otherwise stated all of our roles are temporary, though opening assignments can be and often are, extended by clients on a longer term basis and can sometimes become permanent.

Important: We will interpret your application as being permission to submit your CV to this role (with the right to represent you) unless you advise us to the contrary. In case the role requires an enhanced DBS, your DBS must be either through us or be accompanied by a subscription to the DBS updating service.