Telecare Team Leader – Nights
Location: Based at Kedleston Road, Derby
Permanent Night Duty
Derby Carelink – 24-Hour Emergency Monitoring & Response Service
Are you a compassionate leader with a strong background in customer care and a passion for supporting vulnerable people? We're looking for a Telecare Team Leader (Nights) to join our dedicated team at Derby Carelink, where we deliver critical 24-hour support to older, disabled, and vulnerable individuals—right when they need it most.
About the Role: As our Telecare Team Leader, you'll lead and support a team of call handlers and responders, ensuring we deliver a professional, efficient, and empathetic service—night after night. Your role will be vital in maintaining high standards, meeting service targets, and ensuring vulnerable service users always feel safe and supported.
Key Responsibilities:
Lead, coach, and support a team of night shift staff handling emergency calls and response visits
Supervise the installation of telecare equipment in clients’ homes
Monitor performance and deliver training to new and existing team members
Ensure KPIs and service standards are met through performance management and data insights
Collaborate with internal teams and partner agencies to support vulnerable adults
Maintain accurate records using a wide range of IT systems What We're Looking For:
Proven experience in leading a team within a fast-paced customer service or...