Contract to start ASAP until 27-09-26 with a possible extension.

RESPONSIBILITES

Work a rotational shift pattern on a rota basis including weekends and bank holidays 365 days of the year and be required to work an alternative shift pattern including night duty as and when the needs of the business require, this may be at short notice.

To provide support and guidance to staff when required covering a 7 day a week.period

To provide out of hours management support, on a rota basis,365 days of the year to the Carelink service outside of normal working hours including through the night weekends and bank holidays.

Monitor standards of service delivery to ensure compliance to the TSA (Telecare Services Association) accredited standards.

To contribute to the effective running of the service area through attendance at meetings and training events as required including attendance on non- designated working days.

To provide operational management and support for the Carelink service with particular emphasis on providing leadership and direction in the installation, testing and maintenance of Telecare and Telehealth equipment. The provision of the 24/7 emergency response service and to give direction to the call handling team

Responsible for the provision of a professional 24 hour /7 days service.

To provide support to the team and the service in cases of escalated and complex queries.

Lead, develop and motivate a team to ensure that the service is seen as leading edge both from within and outside the organisation.

Support training and development of staff within the team to include carrying out regular job chats, reviews, GPC's and one to one supervision with the team.

Ensuring staff are fully competent in all aspects of service delivery

Ensure staff are fully trained in all aspects of service delivery processes and procedures and provide coaching and support where shortfalls in competency are identified.

Identify training needs for team development and ensure mandatory training is completed and refreshed as required.

To support and assist the Team Manager to identify, develop and implement performance indicators and targets.

Assertively manage any difficult or challenging situations with staff and take appropriate actions, to ensure the service provision is carried out in line with DCC policy and procedures.

Monitor performance of the team and address any issues of underperformance in line with DCC policies and procedures.

Manage and monitor the Key Performance Indicators for the service.

Ensuring that all Key Performance Indicators are met and provide documented evidence when they are not.

Produce statistical returns, management information and reports as required by Team Manager.

Produce all reports and statistical date monthly for DCC, NHS, Housing Associations and Registered Landlords

Disclaimer: On applying for this vacancy, you agree that your personal details will be passed onto our client for their consideration of your suitability for the role. I acknowledge that it is my responsibility to notify iWork Recruitment Limited of any hirer who I do not want my details to be passed onto.

5298385-07-26