About The Service
Telecare Cardiff delivers vital support to vulnerable residents across the city, ensuring help is always available at the press of a button. Our dedicated team works around the clock to provide reassurance, safety, and rapid response to those who need us most.
We are now looking for an enthusiastic, motivated Team Leader to join our committed 24/7 service.
About the job
As a Telecare Team Leader, you will oversee Control Centre Operators and Mobile Responders to ensure our 24/7 service runs smoothly and efficiently. You will manage the full lifecycle of Telecare and out‑of‑hours repair calls, oversee alarm‑receiving systems, and ensure staff provide a consistent, high‑quality response to customers.
The role involves coordinating staff rotas, maintaining service coverage, and supporting ongoing staff development and performance. You will also contribute to continuous improvement, support the implementation of new technologies, and participate in an on‑call management rota to provide out‑of‑hours guidance when needed.
What We Are Looking For From You
We are looking for someone educated to GCSE level (including Maths and English) with strong communication and IT skills, and the ability to adapt quickly in a fast‑paced environment. You should have experience working with technology or relevant equipment, along with the ability to lead and support a multidisciplinary team while maintaining positive working relationships. A customer‑focused attitude, empathy, and a commitment to delivering high‑quality service are essential.
The role requires a full driving licence, the ability to work across a 24/7 shift pattern, and a professional, responsible approach to work.
The ability to speak other languages, in particular Welsh, and Community Languages would be an advantage.
Experience managing a busy control‑room environment would be an advantage.
Additional information
This post is permanent for 37 hours per week.
This role will include weekend and evening working. The post will work 37 hours per week and is subject to night, weekend and bank holiday enhancements.
This post is subject to a Disclosure and Barring Service Enhanced check.
The role requires a full driving licence.
This vacancy is suitable for post share.
Safeguarding and Child Protection are key priorities for the Council. We aim to support children and vulnerable adults to ensure they are as safe as they can possibly be. Our services and schools are committed to ensuring the safety and protection of all children and vulnerable adults, and will take action to safeguard their well-being, and acknowledge that children and vulnerable adults have a right to protection. This is supported in the general ethos of the Council and all schools.
Refer to the Job description and person specification and tell us how you meet the criteria set out in these when completing your application, and please note we do not accept a CV as an application for the post.
We welcome applications in both English and Welsh. Applications received in Welsh will not be treated less favourably than English applications.
We understand you might use AI and other resources for your application; however, please ensure all information you provide is factually accurate, truthful, original and does not include ideas or work that is not your own.
The interview process for this role will be conducted face to face or otherwise on a virtual basis using an appropriate online platform. The hiring manager will advise on the format of the interview as part of the recruitment process. If you have any concerns about your ability to take part in a virtual interview process or would like to have an informal chat about this role please contact Huw Parry-Evans (029) 2053 7080.
Please note the Council does not accept CV’s. When completing the supporting information section of your application, please ensure you refer to the below located on our website:
Important information you need read in order to complete your application:-
Additional Information:-
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