Telecare Deputy Manager

Job title

Leeds Tele Care Deputy Operational Manager

Salary

PO2 £39,862 – £42,839

Hours

37 hrs

Contract

Permanent

Location

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

NOTE: Service will relocate to Waterside Road, Waterside Industrial Park LS10 1RW in August/September 2026.

About the Role

You will be part of a team that ensures Tele Care customers receive a professional, high‑quality service and that staff are well trained and supported.

The role supports different teams within the service and promotes Leeds Tele Care to help people stay safe at home.

What You’ll Bring

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

Responsibilities

• Manage, supervise, appraise, support, direct and motivate the Tele Care Staff team.
• Record and monitor individual and team performance against TSA accreditation standards and Service Specifications.
• Manage the rota to ensure appropriate staffing levels.
• Work with the Service Delivery Manager and Operational Manager in developing the service.
• Review and develop protocols, procedures and working practices.
• Undertake “train to trainer” training to train the staff team.
• Participate in and contribute to training and development activities to maintain up‑to‑date knowledge, skills and CPD.
• Investigate and respond to complaints in line with Leeds City Council’s Complaints and Complaints policy, and implement lessons learned.
• Work closely with Community Equipment Service Managers, Telecare managers, Service Delivery Manager and Health & Safety officers on all aspects of health & safety.
• Maintain confidentiality in line with council policies and procedures.
• Act as Investigating Officer within the Council’s Disciplinary Rules and Procedures.
• Have knowledge of Telecare equipment, how it works and how its use supports people to live independently.
• Have knowledge of Alarm Receiving Centre (ARC) call handling equipment.
• Edit information and run reports as required by the Operational Manager and Service Manager.
• Act on the plan for business continuity and disaster recovery, directing the Tele Care Team to ensure continuity of service.
• Keep up to date with new developments in the Telecare field and ensure the service reflects and promotes advances.
• Source and research new products, support ongoing projects to trial new Telecare equipment.
• Assist the Operational Manager with management of the service budget.
• Accurately use and maintain both manual and computerised records, including stock control and equipment maintenance.
• Understand logistics management.
• Adhere to financial procedures of the council.
• Work alongside Operational Manager and Deputy Operational Managers to maintain robust systems that maximise income.
• Present data analysis to assist development and monitoring of service outcomes.
• Support the team to achieve service improvement targets.
• Contribute to review of business processes to maximise service performance.
• Support the service to achieve TSA standard accreditation.
• Work with the Assisted Living Leeds Training and Information Office to develop an annual customer feedback system.
• Provide a high level of customer service through varying channels to service users, families, carers and health & social care professionals.
• Respond to enquiries, provide support and advice, signpost to relevant services.
• Support engagement and customer relationship activities, including seeking feedback to ensure accessibility and broaden reach.
• Lead on marketing of the Telecare Service.
• Work with stakeholders to develop innovative marketing strategies to meet short- and long‑term budgets.
• Represent Leeds City Council at regional and national events and meetings as requested.
• Give presentations on the Leeds Tele Care Service.
• Demonstrate use of equipment to customers and families, sometimes alongside the product manufacturer.
• Offer face‑to‑face training to assessors such as Occupational Therapists, Social Workers, District Nurses, Community Matrons and others.
• Support procurement process with Service Delivery Manager and Operational Manager.
• Ensure new technologies and suppliers have access to procurement framework.
• Build a network with suppliers to stay abreast of new market technology.

Qualifications

• Up‑to‑date, valid UK driving licence and ability to drive a manual car.
• Qualification in operational management to degree level or commitment to register and complete this qualification within 12 months.

Essential Requirements

• Effective organisational skills.
• Leadership that enables and develops staff to achieve results.
• Ability to manage and monitor performance, set clear objectives.
• Prioritise workload and work independently while managing frequent interruptions.
• Plan, deliver and identify appropriate training for staff and stakeholders.
• Contribute to service development.
• Develop excellent working relationships with colleagues, customers and partner organisations.
• Research and disseminate information.
• Provide effective customer service and evidence findings.
• Demonstrate a positive contribution to service development.
• Provide a flexible and responsive service and meet rota requirements.
• Use MS Office and other council computer applications.
• Analyse data and produce effective reports.
• Present information to varied audiences.
• Manage Business Continuity plan.
• Sound knowledge of telecare equipment and its role in enabling independent living.
• Understand financial and logistical management procedures in a large organisation.
• Know Leeds City Council’s Complaints and Complaints policy.
• Understand procurement, Telecare Alarm Receiving Centre call handling equipment, and managing a 24‑hour service.
• Use IT (PowerPoint, MS Office) to develop and deliver training programmes.
• Experience managing staff teams.
• Experience working with stakeholders to develop marketing strategy.
• Experience achieving targets and KPIs.
• Experience providing training sessions, customer service, service improvement or development.
• Experience producing and disseminating guidance and information.

Essential Behavioural and Other Characteristics

• Understand and embrace Leeds City Council values and behaviours.
• Committed to continuous improvement and to the council’s ambitions for health, wellbeing and community resilience.
• Understand and observe council policies and procedures.
• Participate in appraisal, training and CPD activities.
• Support equality and diversity, challenge racism, bullying and harassment.
• Flexible and adaptable to change and able to assist other services as required.
• Adhere to the flexibility protocol.

Desirable Requirements

• Knowledge of social alarm services and Telecare / Preventative Technology.
• Knowledge of Telecare Services Association (TSA) Quality Standards Framework.
• Experience working with disabled people and carers.

Benefits

• Competitive salary and annual leave entitlement plus statutory holidays.
• Membership of the West Yorkshire Pension Fund with generous employer contributions.
• Clear career pathway and continuing professional development opportunities.
• Range of staff benefits to support wellbeing and help you make your money go further.

#J-18808-Ljbffr…