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

Key and our partner organisation Community Lifestyles are recruiting a new Team Manager to complete our Staff Development, Policy and Practice Team. You will be joining us at an exciting time to help influence and lead practice and systems changes within our well established and dedicated learning and training function.

You will be at the heart of the organisation, empowering and supporting our Staff Development Team and operational managers in embedding robust systems and processes that enable us to build on our commitment to workforce learning and development.

You will work with some amazing people, especially the people we support who are co-trainers, in the development and delivery of a high quality and proactive learning and development service that supports our entire workforce.

In addition to supporting and leading our committed, experienced trainers you will co-ordinate, agree, and monitor objectives and work plans, ensuring the delivery of an effective, efficient, responsive high-quality service.

You’ll be thinking carefully about relationships, wellbeing, and collaboration, as well as best practice in the use of systems and processes. You should be able to demonstrate experience in fostering positive employee relations and solution-focused strategies.

You will understand the knowledge, skills and values needed by our workforce to deliver truly person-centred human rights-based support, so having previous service management experience would be ideal.

You will have significant experience in delivering learning and development activities in a social care setting, having designed, delivered, and evaluated learning resources for social care workers and managers.

You will have a relevant qualification in health and social care, and a learning and development qualification would be advantageous.

Excellent people, organisational, communication and influencing skills are essential as are good working knowledge of Microsoft packages and systems.

If you’re ready for an amazing challenge, then we would love to hear from you!

If you would like to discuss the role further, please contact Sheila Hanney, Head of Staff Development, Policy and Practice by emailing Sheila.hanney@key.org.uk

Key and our subsidiary, Community Lifestyles, we provide person-centred support to over 2,000 disabled people, across 17 Scottish local authorities, to enable them to lead full, active lives in their own homes and communities.

The people we support have a wide range of life experiences and needs, from young people still at school through to people in their 90s. Our approach, therefore, is about working in partnership with the person, and the important people in their life, to build flexible, responsive support which is focused on them achieving what they want from life.

We are committed to the Scottish Government’s Coming Home agenda, having a track record in supporting people with complex support needs, people moving out of institution care including those living in out of areas placement, far from their families, friends, and original communities. Individual services range from a few hours per week to 24/7 support in people’s own homes and communities, reflecting each person’s agreed outcomes and personal plan.

Working closely with our Learning and Development Team, operational managers, housing colleagues and team of specialist behaviour support instructors, you will:

• Promote the highest standard of person-centred, outcomes-based support.
• Lead on the delivery of our Positive Behaviour Support and Trauma-focused strategies.
• Provide supervisory guidance and development support to our team of behaviour support instructors and together oversee a Community of Practice for our Practice Leaders.

We are looking for someone who has::

• Managed and led a team delivering social care support.
• Successfully supported individuals with very complex support needs to live good lives in the community.
• Led practice development and training in relation to positive behaviour support within a human-rights and person-centred approach.
• Knowledge and understanding of current social care policy and practice environment including the Scottish Government Coming Home agenda.
• Well-developed leadership, interpersonal and written skills.
• A recognised social care or relevant professional qualification and while a recognised PBS/BILD qualification would be advantageous, this is not essential as we will offer support to attain this.

Based in Glasgow, the role is across all our operational areas, and will involve travel across Scotland working closely with managers, complex support need instructors, staff and the people we support.

If you think you’re the person we are looking for, and you’d like to discuss the role further, please contact Sheila Hanney, Head of Staff Development, Policy and Practice by email sheila.hanney@key.org.uk