Lifeline Team Leader
| Dyddiad hysbysebu: | 14 Ionawr 2026 |
|---|---|
| Cyflog: | £13.90 i £18.08 yr awr |
| Oriau: | Rhan Amser |
| Dyddiad cau: | 13 Chwefror 2026 |
| Lleoliad: | Loughborough, Leicestershire |
| Gweithio o bell: | Ar y safle yn unig |
| Cwmni: | Neway International Ltd |
| Math o swydd: | Cytundeb |
| Cyfeirnod swydd: | OR21139 |
Crynodeb
Neway International are seeking two Lifeline Team Leaders (Admin & Clerical) to join our client based with Charnwood Borough Council.
Location: Victoria Street, Loughborough, Leicestershire, LE11 2EP
Hours: 24 per week
Start Date: 02 March 2026
Duration: ongoing
Rate:PAYE: £13.90 per hour Limited/Umbrella: £18.08 per hour
Work Pattern: 4‑day rolling shift pattern (Day 1: 22:30–06:30, Day 2: 17:30–22:30, Day 3: 12:00–17:30, Day 4: 06:30–12:00, followed by 4 days off). Office‑based with some lone working. Flexibility considered.
About the Client
Charnwood Borough Council’s Lifeline Service forms part of the wider supported housing provision within Landlord Services. The team delivers essential support to elderly and vulnerable residents, helping them maintain independence through responsive, customer‑focused assistance. Working closely with Wardens, Emergency Call‑out Officers, Repairs teams, and emergency services, the Lifeline Service provides 24‑hour coverage and acts as a critical frontline function for residents across the borough.
The Role
The Lifeline Team Leader will support the delivery of a high‑quality, responsive service to customers who rely on emergency alarm systems and out‑of‑hours support. The role involves overseeing call handling, coordinating emergency responses, and ensuring accurate recording of information to maintain service continuity. You will contribute to a seamless supported housing service, ensuring vulnerable adults receive timely assistance and that emergency situations are managed effectively.
This position requires strong decision‑making skills, excellent communication, and the ability to work confidently in a fast‑paced environment, including lone working during certain shifts.
Key Responsibilities
Ensure all incoming calls are answered promptly, courteously, and in line with service targets.
Record, update, and maintain accurate information across systems, providing administrative support where required.
Liaise with next‑of‑kin, keyholders, emergency services, Emergency Call‑out Officers, and other relevant contacts while maintaining confidentiality.
Deliver high‑quality customer care when responding to alarm activations and requests for assistance.
Work collaboratively with the Warden Services team to ensure a seamless service.
Execute Disaster Recovery Plans effectively, including operating from alternative locations when required.
Respond to out‑of‑hours emergency calls and determine appropriate actions in line with procedures.
Manage door entry requests, ensuring tenant safety and security.
Prepare clear incident reports for the Control Centre Team Leader.
Provide flexible cover for annual leave and sickness.
Report faults with alarms, intercoms, and door entry systems to relevant contractors.
Deliver services fairly, appropriately, and in compliance with data protection legislation.
Adhere to all Council policies and procedures.
Undertake additional duties commensurate with the role as required.
Protect and manage information securely, reporting any breaches in line with policy.
Candidate Requirements
Experience working with Tunstall PNC call‑taking systems is essential.
Previous experience in a supported housing, emergency response, or call‑handling environment.
Strong communication and customer service skills.
Ability to assess situations quickly and make sound decisions.
Comfortable with lone working and shift‑based patterns.
Willingness to provide flexible cover for colleagues.
No DBS required.
Training will be provided.
Location: Victoria Street, Loughborough, Leicestershire, LE11 2EP
Hours: 24 per week
Start Date: 02 March 2026
Duration: ongoing
Rate:PAYE: £13.90 per hour Limited/Umbrella: £18.08 per hour
Work Pattern: 4‑day rolling shift pattern (Day 1: 22:30–06:30, Day 2: 17:30–22:30, Day 3: 12:00–17:30, Day 4: 06:30–12:00, followed by 4 days off). Office‑based with some lone working. Flexibility considered.
About the Client
Charnwood Borough Council’s Lifeline Service forms part of the wider supported housing provision within Landlord Services. The team delivers essential support to elderly and vulnerable residents, helping them maintain independence through responsive, customer‑focused assistance. Working closely with Wardens, Emergency Call‑out Officers, Repairs teams, and emergency services, the Lifeline Service provides 24‑hour coverage and acts as a critical frontline function for residents across the borough.
The Role
The Lifeline Team Leader will support the delivery of a high‑quality, responsive service to customers who rely on emergency alarm systems and out‑of‑hours support. The role involves overseeing call handling, coordinating emergency responses, and ensuring accurate recording of information to maintain service continuity. You will contribute to a seamless supported housing service, ensuring vulnerable adults receive timely assistance and that emergency situations are managed effectively.
This position requires strong decision‑making skills, excellent communication, and the ability to work confidently in a fast‑paced environment, including lone working during certain shifts.
Key Responsibilities
Ensure all incoming calls are answered promptly, courteously, and in line with service targets.
Record, update, and maintain accurate information across systems, providing administrative support where required.
Liaise with next‑of‑kin, keyholders, emergency services, Emergency Call‑out Officers, and other relevant contacts while maintaining confidentiality.
Deliver high‑quality customer care when responding to alarm activations and requests for assistance.
Work collaboratively with the Warden Services team to ensure a seamless service.
Execute Disaster Recovery Plans effectively, including operating from alternative locations when required.
Respond to out‑of‑hours emergency calls and determine appropriate actions in line with procedures.
Manage door entry requests, ensuring tenant safety and security.
Prepare clear incident reports for the Control Centre Team Leader.
Provide flexible cover for annual leave and sickness.
Report faults with alarms, intercoms, and door entry systems to relevant contractors.
Deliver services fairly, appropriately, and in compliance with data protection legislation.
Adhere to all Council policies and procedures.
Undertake additional duties commensurate with the role as required.
Protect and manage information securely, reporting any breaches in line with policy.
Candidate Requirements
Experience working with Tunstall PNC call‑taking systems is essential.
Previous experience in a supported housing, emergency response, or call‑handling environment.
Strong communication and customer service skills.
Ability to assess situations quickly and make sound decisions.
Comfortable with lone working and shift‑based patterns.
Willingness to provide flexible cover for colleagues.
No DBS required.
Training will be provided.