Technology Enabled Care Team Leader

Derby City Council; East Midlands; On-site; GBP 30,000 - 40,000; Full time

Job summary

A local government authority in East Midlands seeks a Technology Enabled Care Team Leader to manage a team delivering telecare services. The ideal candidate will have leadership experience in supporting vulnerable populations and a background in customer service. Responsibilities include overseeing emergency response support and ensuring quality care for citizens. This role offers a commitment to professional development and various employee benefits.

Benefits

27 days annual leave

Local Government Pension Scheme

Employee Assistance Program

Qualifications

• Proven experience in leading and supporting a team.
• Understanding of vulnerable adults and older people’s services.
• Full and current driving licence with business use insurance.

Responsibilities

• Lead, develop, and supervise call handling for vulnerable individuals.
• Monitor employee performance and train new team members.
• Ensure efficient, courteous, and professional service is provided.

Skills

Team leadership

Customer service

Computer skills

Performance management

Education

NVQ Level 3 qualification

Job description

Job details

Technology Enabled Care Team Leader

Directorate: People Services
Hours: 37 hours working 5 out of 7 on a rota basis days and afternoon shifts
Contract Type: Permanent
Location: The Gate House

Overview

If you are an experienced Team Leader who is passionate about making a real difference in people’s lives, we have an excellent opportunity for you. The Telecare Team Leader is a rewarding role overseeing a crucial service that directly impacts the citizens of the city and the wellbeing of our community. You will be responsible for leading our dedicated team delivering emergency response support and ensuring our service users receive the highest quality of care.

Derby Carelink is a 24-hour emergency monitoring and response service that ensures vulnerable people have access to support at the end of the telephone or at the touch of a button whenever they need it. We also offer a range of other technologies to protect our customers in an emergency. As a TEC Team Leader you will work closely with professionals from across multiple agencies, being at the forefront of service delivery, offering an invaluable service to residents. You will be part of a team working on a rota basis including weekends and bank holidays.

What We Offer

• Continued professional development opportunities & career conversations
• 27 days annual leave (rising to 32 days after 5 years' service), plus bank holidays (depending on contract)
• Local Government Pension Scheme (depending on contract)
• Team Derby Rewards – retail and leisure discounts
• Tusker Car Benefit Scheme
• Cycle2Work Scheme & free cycle training
• Employee Assistance Programmes & Support
• Access to Equality Employee Networks – LGBTQ+, Disabled Employee Network & Carers and our Black, Asian & Minority Ethnic Employee Support Network
• Support for colleagues who are carers

The Opportunity

In the role of Telecare Team Leader, here’s an example of what you’ll be doing to make an impact:

• Join with your experience of call centre team management to lead, develop, and supervise call handling as well as visits to older, vulnerable and disabled people and supervise installations of telecare equipment
• Monitor individual employees’ performance and train and support new and existing team members
• Use performance management experience and problem-solving skills to ensure an efficient, courteous and professional service is provided to all service users and that targets are met

About You

To be successful in this role, you’ll ideally have:

• Proven experience in leading and supporting a team, ideally within a telecare environment
• An understanding of vulnerable adults and older people’s services including partner and statutory agencies
• Ideally NVQ Level 3 qualification, with management experience in a fast-moving customer care environment
• A full and current driving licence and access to a vehicle for work with business use insurance (mileage paid)
• A vibrant personality and ability to work in a busy environment
• Experience using performance data and benchmarking to improve performance
• A wide range of computer skills
• Customer service skills

The closing date for this vacancy is midnight on 19 October 2025. Any applications received after the closing date will not be accepted.

Additional information

Important information: Links to the full Job Description and Person Specification are below. As part of safer recruitment, the successful candidate will be subject to an enhanced DBS check. All employees will normally be appointed to the minimum of the grade for the job. Remember to align your personal statement to the essential criteria in the Person Specification.

Please be aware that where there are colleagues within the organisation who are at risk of redundancy, redeployment requirements to another suitable role will apply and take priority.

Equality, Diversity & Inclusion

We are a fair and inclusive employer and welcome applications from people from all backgrounds. We recruit for diversity and value difference. We also offer opportunities for home-based roles where possible.

We are proud to be a Disability Confident Leader. If you are a disabled person, you have the choice to apply under our Guaranteed Interview Scheme so long as you meet the essential requirements for the job. We strive to recruit a workforce that reflects the community we serve and will support reasonable adjustments during application, interview, and onboarding.

If you have any questions regarding this vacancy or are having difficulty applying, please contact our Recruitment Team on 01332 640844 (Relay UK - 18001 01332 640 844) or at [e-mail]. https://www.derby.gov.uk/signing-service/