Telecare Manager

  • Full time
  • £53,457 – £54,486
  • Hybrid: Edinburgh
  • Closing 31st July 2024

  • Advertised from 10th July 2024


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

Application notes

For further information and to apply, please visit our website.

Closing date for applications – Wednesday 31st July 2024, 23:59.

Shortlisted candidates will be invited to attend interview on Tuesday 13th August 2024 with interviews being held in Edinburgh.

The interview shall be designed to showcase your skills, expertise and experience. Interviews are likely to be held with The Director of Business Support & Transformation and Interim Head of Care. Candidates will be required to deliver a 10-minute presentation as part of the interview.

Hanover are firmly committed to equality, diversity and inclusion for all. As an accredited Disability Confident Employer, we will interview all disabled candidates who meet the minimum requirements of the role.