Telecare Supervisor

  • Full time
  • £38,317 – £40,382
  • 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 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

Application notes

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

Closing date for applications – Wednesday 31st July 2024, 17:00.

Shortlisted candidates will be invited to attend interview on 14th 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.