To be responsible for the Supervision and Direction of Support staff across 3 sites, maintaining an overview of (and compliance with) established service delivery procedures.

PRINCIPAL RESPONSIBILITIES

1. To assist the Operations Manager manage the execution of all passenger transport requests and other support services.
2. To Manage, support and supervise staff of multiple disciplines.
3. To identify ongoing training needs and support for all team members
4. To ensure the effective maintenance and delivery of support services.
5. To co-ordinate forward planning of all service and support activities

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

Interested in joining us? Fantastic!

We’re experts in helping communities live more sustainably – making social and environmental change happen, project by project, so people and our planet can thrive. We believe powerful change can be simple to make; small steps everyone can take to make their own lives better can help our world towards a healthier, more sustainable future too. We support that change to happen, project by project. Each one we run focuses on the things that matter to those they support across our core themes of Climate, Travel, and Food.

Job Purpose:

Working as part of FEL's Schools team, the Active Travel Hub Schools Link Officer will play a key role in delivering FEL Scotland’s schools active travel programme this year. This exciting position will target support where it is most needed within each school community, helping to promote sustainable travel and community engagement.

You will act as one of the primary points of contact between FEL Active Travel School Hubs and FEL Scotland staff, establishing and nurturing relationships with key stakeholders including school administrators, teachers, community groups, and local authorities. This role requires a proactive individual with excellent communication and organisational skills to ensure that all our sessions run smoothly and efficiently.

KEY RESPONSIBILITIES:

Stakeholder Management:

• Act as one of the primary points of contact between schools and FEL Scotland staff.
• Establish and nurture relationships with key stakeholders including school administrators, teachers, community groups, and local authorities.

Consistent and Coordinated Communication & Logistics:

• Work with the Schools Coordinator to maintain clear, consistent, and coordinated communication between schools and FEL Scotland staff, including meetings and delivery.
• Address any communication gaps or issues promptly to maintain smooth operations.
• Maintain records of communication and schedules to ensure this information is up-to-date and accessible.
• Provide logistical support to the Active Travel team, streamlining processes and procedures where applicable for both schools and the Community ebike Library rental.
• Working with FEL Communications Officer, distribute newsletters, reports, and updates to keep stakeholders informed about upcoming events and progress.

Staff Support:

• Ensure all logistical aspects of events and delivery are managed efficiently (e.g., venue booking).
• Coordinate and support FEL school staff schedules to ensure all sessions have adequate staff for delivery.
• Work with FEL community officers to assist with the coordination of the Bike Buddies programme including liaising with feeder primary schools to confirm dates for delivery and pupil numbers.
• Assist with the running of the FEL Scotland Bike Library including liaising with service users, and helping with enquiries

This role will support FEL’s mission to increase everyday cycling, walking, and wheeling journeys.

You will become part of a committed and enthusiastic team and will enjoy the benefits of joining a flexible, adaptable and ambitious workplace that puts people at the heart of everything we do

KNOWLEDGE AND SKILLS

Essential:

• Demonstrable experience of supporting the smooth running of a team or project with varied delivery and stakeholders.
• Excellent communication and interpersonal skills.
• Strong organisational and time management skills.
• Ability to work independently and as part of a team.
• Passion for promoting walking, wheeling and cycling.
• Proficiency in MS Office and other relevant software.

Desirable:

• A degree or equivalent work experience in education, logistics, administration, communication, event management, or a related field.
• Experience working in or with schools.
• Knowledge of active travel and sustainability initiatives.
• Familiarity with the Forth Valley region and its educational landscape.
• Full UK driver’s license

Working Conditions:

• Flexible working hours to accommodate school schedules during the week.
• Potential travel within the region to visit schools and attend events.

Paths for All is a Scottish Charity. We have a very clear focus. We want to get Scotland walking: Everyone. Everyday. Everywhere. Our vision is for Scotland to be a walking nation. We want everyone to have the opportunity to be active every day, creating a happier, healthier and greener Scotland. A key element of this work involves significantly increasing the number of people who choose to walk in Scotland for both leisure and practical journeys.

The Development officer will work as part of a team delivering the Community Transition Fund, in a partnership between Tactran (Tayside and Central Scotland Transport Partnership) and Paths for All. This role will sit within Tactran and will support them with additional capacity to deliver. This will involve managing the quarterly reporting requirements from both a Tactran and a Transport Scotland perspective. The role will also be involved in the delivery of the co-design and networking elements of the programme.

If you’re looking for a new challenge in a varied role, and you’re interested in supporting communities to thrive and reducing health inequalities and working towards net-zero, we’d love to hear from you.

We offer the opportunity to be part of an organisation that recognises staff as our most valued asset. Attractive employment conditions include a contributory pension scheme and flexi-time policy.