TEAM LEADER (CONTROL CENTRE)

Cyngor Caerdydd/Cardiff Council; Cardiff; On-site; GBP 26,000 - 34,000; Full time

Job summary

Cyngor Caerdydd/Cardiff Council is seeking a Telecare Team Leader to supervise Control Centre Operators and Mobile Responders, ensuring the 24/7 service runs smoothly and efficiently. You will manage alarm-receiving systems and the full lifecycle of Telecare calls, with a focus on high-quality customer responses.

The role also involves coordinating staff rotas, supporting staff development, and contributing to continuous improvement through new technologies.

Qualifications

• Must have GCSEs including Maths and English.
• Excellent communication and IT skills are essential.
• Demonstrated ability to lead and support a multidisciplinary team.

Responsibilities

• Oversee Control Centre Operators and Mobile Responders to ensure 24/7 service runs smoothly.
• Manage the full lifecycle of Telecare and out-of-hours repair calls.
• Oversee alarm-receiving systems and ensure high-quality customer response.

Skills

GCSE Maths & English

Strong communication skills

IT skills

Team leadership

Customer-focused

Education

GCSE level including Maths and English

Tools

Alarm/Control Centre software

Job description

Telecare Cardiff delivers vital support to vulnerable residents across the city, ensuring help is always available at the press of a button. Our dedicated team works around the clock to provide reassurance, safety, and rapid response to those who need us most.

We are now looking for an enthusiastic, motivated Team Leader to join our committed 24/7 service.

About the job

As a Telecare Team Leader, you will oversee Control Centre Operators and Mobile Responders to ensure our 24/7 service runs smoothly and efficiently. You will manage the full lifecycle of Telecare and out-of-hours repair calls, oversee alarm-receiving systems, and ensure staff provide a consistent, high-quality response to customers.

The role involves coordinating staff rotas, maintaining service coverage, and supporting ongoing staff development and performance. You will also contribute to continuous improvement, support the implementation of new technologies, and participate in an on-call management rota to provide out-of-hours guidance when needed.

What We Are Looking For From You

We are looking for someone educated to GCSE level (including Maths and English) with strong communication and IT skills, and the ability to adapt quickly in a fast-paced environment. You should have experience working with technology or relevant equipment, along with the ability to lead and support a multidisciplinary team while maintaining positive working relationships. A customer-focused attitude, empathy, and a commitment to delivering high-quality service are essential.

The role requires a full driving licence, the ability to work across a 24/7 shift pattern, and a professional, responsible approach to work.

The ability to speak other languages, in particular Welsh, and Community Languages would be an advantage.

Experience managing a busy control-room environment would be an advantage.

Additional information

This post is permanent for 37 hours per week.

This role will include weekend and evening working. The post will work 37 hours per week and is subject to night, weekend and bank holiday enhancements.

This post is subject to a Disclosure and Barring Service Enhanced check.

The role requires a full driving licence.

This vacancy is suitable for post share.

Safeguarding and Child Protection are key priorities for the Council. We aim to support children and vulnerable adults to ensure they are as safe as they can possibly be. Our services and schools are committed to ensuring the safety and protection of all children and vulnerable adults, and will take action to safeguard their well-being, and acknowledge that children and vulnerable adults have a right to protection. This is supported in the general ethos of the Council and all schools.

We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications.

We understand you might use AI and other resources for your application; however, please ensure all information you provide is factual accurate, truthful, original and does not include ideas or work that is not your own.