Telecare Response Centre Operator Full Time NEW

Salary: C1 £28,598 – £31,022 pro rata

Hours: 26.25 hrs working a 6 week rota working 7.00am – 3.00pm including weekends.

Contract: Permanent

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

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

As a Response Centre Operative, you will thrive on being part of a team installing the telecare equipment and providing mobile response to customers in need, you will be working with the different teams in the service to support people to remain safe at home. You will be required to work from base at Assisted Living Leeds.

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 .

About You

As a Response Centre Operative you will bring to the role:

• Motivation and commitment
• Knowledge of the applications, systems and IT programmes and being able to accurately record and retrieve information.
• The ability to deal with stressful situations in a sensitive and appropriately way.
• 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.

As our next Response Centre Operative you will join a team supporting tele care customers to remain safety at home and receiving the appropriate help when needed.

The role is integral to our Tele Care team so that the safety of customers is paramount, and family/carers are kept informed of any situations which occur.

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 guidance for 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, Tele Care Operational Manager, 07891 276266 or email Jon.skirrow@leeds.gov.uk

Jessica Dickinson, Tele care Deputy Operational Manager, Call 07595210951 or email Jessica.Dickinson@leeds.gov.uk .

We are committed to safeguarding and promoting the welfare of children, young people and vulnerable adults.

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 visa route 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 Tele Care Response Centre facilitates emergency access to services and support for clients who are connected to the Council’s Tele Care Alarm Call Service. The range of clients to whom the service is provided includes elderly and vulnerable clients living in sheltered and supported housing; elderly and vulnerable clients living independently and YAS calls.

Emergency calls are accepted and the appropriately action is taken to resolve the emergency.

Responsibilities

• To have knowledge of Alarm Receiving Centre equipment.
• To receive and action calls in a professional manner according to agreed targets and timescales.
• To accept and respond appropriately to emergency calls which are received at the response centre.
• To assess and determine appropriate courses of action which are required in response to diverse types of calls and to direct emergency and support services to incidents which are reported.
• To provide advice, assistance and advocacy to clients in distress who call in emergency situations.
• To undertake associated administrative duties as required.
• To work on own initiative and sometimes without supervision with frequent interruptions.
• To maintain accurate information on the computer database (including inputting and maintenance of client data).
• To assist with the promotion of the service and to always present a good image of the service and the Authority.
• To make and receive telephone calls in conjunction with the operation of the service.
• To participate in training and development activities as necessary to ensure up to date knowledge and skills.
• To undertake duties, as necessary, associated with existing corporate computer systems.
• To liaise with Sheltered Housing Wardens, Home Care Managers, Neighbourhood Housing Offices, Emergency Services, client’s relatives, and other internal and external agencies to ensure the safety, security, welfare, and well-being of clients.
• To assist and support trainees, and new staff.
• To ensure the provision of an effective and friendly service to customers.
• To respect confidentiality.
• To maintain appropriate industry standards.
• To demonstrate appropriate behaviour in difficult circumstances.
• To be a proactive member of the team.
• To show commitment to self and team development.
• Willing to work flexible hours occasionally to meet service requirements.
• To act up to Senior Response Centre Operative as required by the Operational Manager.
• Improve own practice through observation, evaluation, discussion with colleagues and appropriate CPD programmes.
• Work collaboratively with colleagues, knowing when to seek help and advice.
• Contribute to the overall ethos, work, and aims of the service by attending relevant meetings, training days/events as requested.
• Be aware of and comply with Leeds City Council policies and procedures e.g., child protection, health, safety and security, confidentiality, and data protection, reporting all concerns to an appropriate person.
• Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding, and promoting the values, standards, and equality & diversity policies of Leeds City Council.
• Recognise and appropriately challenge any incidents of racism, bullying, harassment, victimisation, and any form of abuse of equal opportunities, ensuring compliance with relevant policies and procedures.
• The duties outlined are not meant as an exhaustive list and will also comprise any other duties within the spirit of the post commensurate with the job evaluation outcome for this post.
• The Council has adopted a flexibility protocol, and this role will be expected to work within these parameters.

Qualifications

Skills Required

• Ability to use a PC to input, update and interrogate client information.
• Ability to communicate at all levels using a variety of media.
• Ability to respond to emergency situations using one’s own initiative.
• Ability to work shifts and provide cover at short notice (including evenings, nights, and weekends).
• Ability to undertake administrative duties as required.
• Ability to pass and receive information accurately.
• Ability to work on own initiative.
• Ability to prioritise workload with frequent interruptions.

Knowledge Required.

• An understanding of the needs of elderly, disabled and vulnerable clients and how to help when in distress, or in emergency or illness.
• An awareness of services and sources of support which are available to clients.

Experience Required.

• Experience of responding to emergency situations using one’s own initiative.
• Experience of working within a team where flexibility of response is required.
• Experience of working with elderly, disabled or vulnerable client group.

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

Skills required.

• Ability act-up to Senior Response Centre Operative as required by the Operational Manager.

Knowledge Required

• An awareness of the geography of the city and how to direct support and assistance to a client’s home.

Experience Required

• To have experience of response centre call handling.