Team Manager - REQ006347

Job title: Leeds Tele Care Team Manager.

Salary: SO2 £37,280 - £39,152

Hours: 37

Contract: Permanent

Location: Assisted Living Leeds, Clarence Road LS10 1LZ – Office based

PLEASE NOTE THAT THE SERVICE WILL BE RELOCATING FROM CLARENCE ROAD TO WATERSIDE ROAD WATERSIDE INDUSTRIAL PARK LS10 1RW In APRIL 2026.

As aLeeds Tele Care Team Manager, you will thrive on being part of a team ensuring Tele Care customers receive a professional, high-quality service and the staff are well trained and supported by the management team.

This is a varied role working to support the different teams within the service and promoting Leeds Tele Care to support people to remain safe at home.

Leeds City Council is one of the largest employers in the region with over 14,000 employees. We seek to recruit and develop talented individuals who embody our council values and ambitions.

As a Leeds Tele Care Team Manager, you will bring to the role:

Motivation and commitment to a 24/7 service.
Ability to support and manage a staff team.
Knowledge of the applications, systems and IT programmes and being able to accurately record and retrieve information.
Well-developed interpersonal and communication skills and the ability to work with a range of audiences.
The ability to prioritise workload and conflicting demands.

About the role

Leeds City Council’s provision of telecare is called Leeds Tele Care Services, offering five packages each providing a range of sensors, alarms, and monitoring systems which can be tailored to meet the individual’s needs. Leeds Tele Care Services helps people live independently and safely in their own homes – while providing much-needed reassurance to family members, friends, and carers.

Leeds Tele Care is a chargeable service.

As our next Leeds Tele Care Team Manager, you will be key to ensure that customers receive timely service from knowledgeable staff team. You will be key to keeping up to date with new telecare solutions available to help customers live independently at home and to sharing that information with key partners across the city. You will be key to working with the other managers to provide a consistent and well-performing team at all times.

The role is integral to our Tele Care team by provide management cover between the hours of 7am till 10pm, 7 days a week with the requirement to cover nights when required.

The team managers promote support and guidance to the staff team ensuring the services is well run and a high-quality service always provided.

What we offer you

We take pride in offering the best employee experience, with benefits including:

a competitive salary and annual leave entitlement plus statutory holidays.
membership of the West Yorkshire Pension Fund with generous employer contributions.
a clear career pathway and continuing professional development opportunities.
a range of staff benefits to help you boost your wellbeing and make your money go further.

How to apply

Please complete the online application form.

Read our guidancefor further advice. Please check your information carefully and ensure you complete all sections before submitting your application.

If you have any queries or would like an informal chat about the role, please contact Jon Skirrow email: Jon.skirrow@leeds.gov.uk

A Disclosure and Barring Service (DBS) check against the Children’s or Adults’ barred list as applicable will be carried out on preferred candidates. Read our recruitment of ex-offenders policy.

We welcome applications from everyone and actively seek a diverse range of applicants from all backgrounds and cultures. We particularly encourage applications from, but not limited to, women, carers, veterans as well as LGBT+, ethnically diverse, disabled and care experienced people.

This role is based in the UK. Home Office guidance states that candidates must evidence their right to work in the UK prior to commencing employment, either as a UK or Irish citizen, under the EU Settlement scheme or having secured any other relevant work visa.

If you do not have the right to work in the UK, you must consider your own eligibility for sponsorship for a particular role through the Skilled Worker visaroute before applying. To be eligible for sponsorship you'll usually need to be paid the standard salary rate of at least £41,700 per year or meet one of the other eligibility criteria. Ensure you are eligible before applying.

Job Description

Job purpose

The main purpose of the Tele Care Team Manager job is to manage the delivery of the service in a defined area of the Tele Care service, including Response service, installations, repairs and faults, the Tele Care equipment cleansing, the recycling of stock, inventory database, and battery management programme. The postholder will do this by managing a defined team of staff and by working with assessors and individual customers to help determine which Tele Care equipment will best meet the customer’s needs. The postholders will then manage the installation of the equipment in the customer’s home. The postholders will also assist to promote the use of Tele Care equipment via training and the provision of information. The postholder will provide leadership and management support to the Tele Care Team.

Responsibilities

To manage, supervise, appraise, support, direct and motivate the Tele Care Staff team working across a variety of shift patterns.
To monitor individual and team and service performance against TSA accreditation standards and Service Specifications as required.
To manage and supervise to the senior response centre operatives and response centre operatives.
To have knowledge of response centre call handling equipment, to be able to edit information and run reports as required by the Operational Manager and Service Manager.
To be able to train staff to calls hand as required.
To undertake call handling duties when required.
To action and follow the plan for Business Continuity and disaster recovery and direct the response centre staff and the Tele Care installation and response technician to ensure continuity of the service.
To manage the rota to ensure appropriate staffing levels are in place.
To assist in the development of the service and develop procedures and working practices relating to the service.
To investigate and respond to complaints in line with Leeds City Council’s Compliments and Complaints policy.
To have knowledge of Telecare equipment, how it works and how its use can support people to live as independently as possible.
To keep up to date with new developments in the Telecare field and ensure the Tele Care Service reflects and promotes new advances. To source and research new products and support on-going projects to trial new Telecare equipment.
To actively promote Telecare opportunities for the service and to implement any agreed marketing for a variety of audiences by assisting in the writing of information leaflets and other written literature for the Council and other outside agencies, with the Services Information and Training Officer and to develop plans for growth in social alarm and Tele Care services in designated markets.
To represent Leeds City Council at regional and national events and meetings as requested by the Operational Manager or the Service Manager. To speak and give presentations on the Leeds Tele Care Service.
To be the crucial point of knowledge for advice on equipment available through the Leeds Tele Care Service and other assistive technology that may not be available through the service and to be able to signpost to other services.
To work with Assessors undertaking ‘assessments of need’ to identify the Telecare equipment required to meet those needs. To try to identify alternative equipment if current equipment is not suitable for a person’s needs.
To manage installations and on occasion install the alarm call and peripheral equipment in customers own homes. To maintain, fix or adjust Telecare packages where necessary.
To be able to demonstrate the use of the equipment to the customer and, where appropriate, their family – in some cases this may be alongside the product manufacturer on other occasions it may be alone.
To train assessors (Occupational Therapists, Social Workers, District Nurses, Community Matrons, and others) on Telecare equipment and the procedures of the Leeds Tele Care service and keep them informed of any changes.
To assist in the development and preparation of procedure manuals and publicity material. To update and maintain procedure manuals on changes in the service and ensure staff, assessors, partner organisations and other relevant agencies are informed.
To assist in the production of statistical reports on activity and performance. To accurately record and to maintain statistical information for monitoring purposes.
To view weekly reports from partner agencies to alert any problems or faults and change any Telecare packages that may not be performing as intended and notify other agencies as required.
To provide a secure key holding system for customers as well as that for communal keys, ensuring the issue and return of such keys is accurately recorded and that all keys are regularly audited.
Working with the Service Manager and Operational Manager to liaise with partner organisations to create close working relationships via meetings, reviews, and procedures.
To carry out general office duties such as filing, photocopying and completion of standard documentation.
To maintain appropriate standards and always adhere to the financial procedures of the council.
To exercise administrative control of assets/equipment of the Department which are the responsibility of the postholder.
To accurately use and maintain both manual and computerised records as appropriate including all records associated with stock control and the maintenance of equipment.
To order stock and assist the Service Manager with the management of the service budget.
To sort returns of equipment, testing of equipment, and returning faulty goods notifying any relevant agencies if required. To arrange the cleaning and maintenance of stock held.
To maintain confidentiality in line with Leeds City Council policies and procedures.
To participate in and contribute to training and development activities as necessary to ensure up to date knowledge, skills and continuous professional development of self and team.
To undertake other duties appropriate to the post as required.
To comply with the requirements of all Leeds City Council and Departmental policies, procedures, and staff instructions, including responsibilities under the Health and Safety Policy and Procedures.
To actively promote and support Leeds City Council and Departmental Policies on Equal Opportunities and to work in an anti-oppressive manner.

Qualifications

Evidence of numerical and literacy skills e.g. GCSE pass at Grade C or above in English and Mathematics or equivalent (this may include relevant work experience)

Essential requirements It is essential that the candidate should be able to demonstrate the following criteria for the post. Candidates will only be shortlisted for interview if they can demonstrate that they meet all the essential requirements.

Skills required.

Ability to motivate, direct, support and supervise staff.
Be able to prioritise workload and to display the flexibility to work alone on own initiative while able to tolerate frequent interruptions.
Be able to plan, deliver and identify appropriate training for staff.
Ability to assist the Operational Manager and Service Manager with the development of the service.
Ability to signpost to a range of services.
Ability to communicate effectively both verbally and in writing with colleagues and members of the public.
Ability to identify customers at risk of harm in line with Safeguarding Adults policy and procedure.
Ability to work with customers in their own homes in a sensitive and appropriate way.
Ability to provide a flexible and responsive service.
Ability to use low level electrical equipment.
Ability to use a word processing programme, in particular Micro Soft Office packages as well as other computer applications used by the council.
Ability to devise and maintain both manual and computerised record systems.
Ability to provide training on a one-to-one basis or in groups.
Ability to manage the disaster recovery plan.
Ability to action and manage the Business Continuity plan.

Knowledge required.

Knowledge of Safeguarding Adults procedures
Knowledge and understanding of the needs of people experiencing barriers to independent living.
Knowledge and an awareness of support services available to disabled people and carers of all ages.
Knowledge and an awareness of the need for financial and stock control procedures in a large organisation.
Knowledge of the Council’s financial regulations and procurement requirements.
Knowledge of Telecare Solutions.
Knowledge of Leeds City Council’s Compliments and Complaints Policy.

Experience required.

Experience of attending meetings, at varying levels and presenting information in various formats.
Of communicating effectively and positively with a variety of people.
Of using computerised information recording systems.
Of working with staff from various agencies.
Of working with customers with a range of needs.
Up-to-date, valid UK driving licence and able to drive a manual car.

Essential Behavioural and other Characteristics.

Understand and embrace Leeds City Council Values and Behaviours and codes of conduct.
Committed to continuous improvement in all areas and work towards delivering the Best City Ambition of Health & Wellbeing, Inclusive Growth and Zero Carbon.
Able to understand and observe Leeds City Council equality and diversity policies.
Carry out all duties having regard to an employee’s responsibility under Health and Safety Policies.
Willingness to actively participate in training and development activities.
Flexible and adaptable to change to assist other services as required commensurate to grade.
Participate in appraisal, training, and development activities.
Be aware of and comply with Leeds City Council policies and procedures.
Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, equality & diversity policies of Leeds City Council.
Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse, reporting any concerns to the appropriate person.
The Council has adopted a flexibility protocol, and the role will be expected to work within these parameters.

Desirable requirements.

It is desirable that the candidate should be able to demonstrate the following criteria for the post. Candidates are not required to meet all the desirable requirements however these may be used to distinguish between candidates.

Desirable Knowledge

Of Social Alarm services and Telecare / Preventative Technology.
Of how basic electrical and wireless telephony alarm systems operate.

Desirable Experience

Experience of managing a 24-hour service.
Experience of response centre call handling.
Of working with low level electrical equipment.
Of working with disabled people and carers.
Of delivering training / information sessions.

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