Hanover has been successfully housing and supporting people in Scotland for over 40 years. Our core purpose is to help people feel safe and secure at home so they can live full and independent lives. Part of this includes our Telecare service, which operates (through a control room environment) a seven day, 24-hour service to ensure customer safety and wellbeing.

About the Role

Hanover Scotland are excited to be recruiting for a permanent Telecare Manager to join our Telecare team.

Based within the Customer Services Directorate, reporting to the Head of Care & Support, this role can work from either our Edinburgh or Glasgow office on a hybrid basis. The successful candidate must be able to attend one of our offices as and when requested. This is a fantastic opportunity to join at a time of growth and development within the organisation.

As Telecare Manager you will:

• Manage and lead the Telecare service, ensuring this delivers value and quality for our customers.
• Set and maintain high quality standards and champion continuous development to support service growth.
• Support us to modernise our services by adopting a growth mindset, seeking new business opportunities, and actively adopting technological advances.
• Lead on the delivery of the Telecare Improvement Plan and play a strategic role in the growth of our Telecare service.
• Coach, develop, and inspire the Telecare Supervisor and Telecare (Admin) Team Leader to deliver a high-quality, consistent customer experience through the continual development of the team.
• Effectively set and manage budgets to deliver a financially viable service.
• Ensure that the service maintains Telecare Services Association (TSA) accreditation and complies with necessary statutory requirements and relevant standards.
• Run an effective contract management framework with commercial customers to deliver our contractual commitments with local authorities and other housing associations.
• Proactively collaborate with internal and external partners in a way that is fully reflective of our values and behaviours and enables the Telecare service to thrive.

About You

• Substantial people and customer services management experience, operating in either a Telecare or Customer Services Centre environment.
• Capable of delivering business objectives and delivering positive results in performance.
• Confident to act as a people leader and role model for a team, supporting our senior and operational team leaders to be confident and effective in their roles.
• Evidence of strong communication skills at a senior level and demonstrating approaches that enable and empower others.
• Significant business development, budgetary and contract management experience.
• Strong digital literacy skills and confidence to handle core ICT systems.

What We Offer

Aside from offering a supportive and friendly environment where our people are valued and appreciated, we’ll see that your hard work and drive to succeed are rewarded through:

• Competitive salary and pension options
• Flexi-working and a Hybrid Working Model
• Health and Wellbeing support networks including Mental Health First Aiders and a 24/7 GP helpline
• Access to our new Hanover Perks platform which includes high street discounts, health cash plan and fuel card
• Cycle to work scheme
• Family friendly policies

Hanover has been successfully housing and supporting people in Scotland for over 40 years. Our core purpose is to help people feel safe and secure at home so they can live full and independent lives. Part of this includes our Telecare service, which operates (through a control room environment) a seven day, 24-hour service to ensure customer safety and wellbeing.

About the Role

Hanover Scotland are excited to be recruiting for a permanent Telecare Supervisor to join our Telecare team.

Based within the Customer Services Directorate and reporting to the Telecare Manager, this role can work from either our Edinburgh or Glasgow offices on a hybrid basis. The successful candidate must be able to attend one of our offices as and when requested. This is a fantastic opportunity to join at a time of growth and development within the organisation.

As Telecare Supervisor you will:

• Support the Telecare Manager to manage the day-to-day operations of the Telecare service.
• Manage and motivate the Telecare Senior Operators to deliver a high-quality, efficient, and effective service for our customers.
• Ensure there is an appropriate operating model in place including a strong relief pool and robust shift and rota patterns to manage the service 365-days a year.
• Co-ordinate people management responsibilities for the Telecare Senior Operators and Telecare Trainer to ensure that they are consistently applying HR policies, procedures, and processes.
• Monitor, maintain and update Telecare systems and assist with software migrations, including our transition to a new digital Alarm Receiving Centre (ARC).
• Ensure a robust audit framework is in place to maintain consistent compliance with Telecare Standards Association accreditation and relevant standards.
• Ensure data and information is available for monitoring and reporting the day-to-day service delivery to meet the agreed KPI’s and Service Level Agreements.
• Play a key role in the delivery of the Telecare Improvement Plan to support strategic objectives.

About You

• Relevant experience of the day-to-day management of both employees and either an Alarm Receiving Centre or Customer Service Centre.
• Detailed understanding of the Telecare or Customer Service Centre sector.
• Experience of delivering a positive culture that can deliver performance against targets.
• Well-developed digital and ICT systems skills as well as being highly proficient in rota management.
• Champions coaching and development of a team to support personal growth with strong, collaborative working within the Telecare team and with other internal and external partners.

What We Offer

Aside from offering a supportive and friendly environment where our people are valued and appreciated, we’ll see that your hard work and drive to succeed are rewarded through:

• Competitive salary and pension options
• Flexi-working and a Hybrid Working Model
• Health and Wellbeing support networks including Mental Health First Aiders and a 24/7 GP helpline
• Access to our new Hanover Perks platform which includes high street discounts, health cash plan and fuel card
• Cycle to work scheme
• Family friendly policies

Hanover has been successfully housing and supporting people in Scotland for more than 40 years. Our core purpose is to help people feel safe and secure at home so they can live full and independent lives. We proudly provide and manage a wide range of housing throughout Scotland that enhances our residents’ quality of life.

About the Role

The Development Manager position is both a rewarding and challenging role that helps residents live independently within a safe and caring environment and involves working 12.5 hours per week (8.30 - 11.00 Monday to Friday) on a permanent basis.

As the face of Hanover, you will be committed to exceeding our customers’ expectations by providing a high-quality service to our customers through efficient management of our Heatherlee Court, Sutherland Avenue, Kinlochleven.

This post would suit a friendly and professional individual with the ability to deal with a wide range of people; from the care team that you work alongside, residents and their families to contractors, local community groups and other agencies.

Main Responsibilities

As the Development Manager, you will handle a variety of responsibilities and tasks related to the smooth and continuous running of the development., including but not limited to:

• General management of the housing development and ensuring high standards are maintained.
• Logging day-to-day repairs and monitoring the progress.
• Liaising with contractors where necessary and carrying out property inspections.
• Regularly engaging with our customers, providing advice and information as requested.
• Ensuring that performance and key performance indicators are met.
• Cleaning and general upkeep of common areas, facilities, and accommodation.

About You

• To join us, you need to have a genuine passion for helping people and the ability to empathise with and care for the elderly
• Possess a sound knowledge of housing management services
• Ability to build rapport with a wide range of people
• Strong, clear communication skills in order to succeed
• Demonstrable ability to remain calm as a highly efficient multi-tasker

What We Are Offering

Aside from offering a supportive and friendly environment where our people are valued and appreciated, we’ll see that your hard work and drive to succeed are rewarded:

• Competitive salary and pension options
• Access to our Hanover perks platform with 24/7 GP helpline, high street and fuel card discounts
• Employee Health and Wellbeing Support Service
• Family friendly policies
• Cycle to work scheme
• Tech Scheme