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

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

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

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 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 Deputy Operational 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. You will deputise for the operational manager and support the development of the service.

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 Deputy Operational 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 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 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 Deputy Operational Manager role is to support and deputise for the Telecare Operational Manager to manage the delivery of the Leeds Tele Care Service. To promote the use of Tele Care equipment via training and 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.
To record and monitor individual’s and teams service performance against TSA accreditation standards and Service Specifications.
To manage the rota to ensure appropriate staffing levels are in place.
To work with the Service Delivery Manager and the Operational Manager in the development of the service
To review and develop protocols, procedures and working practices relating to the service.
To undertake “train to Trainer” training in order to train the staff team.
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 investigate and respond to complaints in line with Leeds City Council’s Compliments and Complaints policy, and to implement lessons learnt from complaints.
To work closely with Leeds Community Equipment Service Managers, Telecare managers, the Service Delivery Manager and Health & Safety officers on all aspects of Health & Safety of the service.
To undertake any health & safety training as appropriate to the role and service.
To maintain confidentiality in line with Leeds City Council policies and procedures.
To act as Investigating Officer within the Council’s Disciplinary Rules and Procedures.
To have knowledge/understanding of Telecare equipment, how it works and how its use can support people to live as independently as possible.
To have knowledge/understanding of Alarm Receiving Centre (ARC) call handling equipment
To be able to edit information and run reports as required by the Operational Manager and Service Manager.
To action and follow the plan for Business Continuity and disaster recovery and direct the Tele Care Team to ensure continuity of the service.
To keep up to date with new developments in the Telecare field and ensure the Telecare Service reflects and promotes new advances.
To source and research new products and support on-going projects to trial new Telecare equipment.
To assist the Operational Manager with the management of the service budget.
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 have an understanding/knowledge of logistic management
To maintain appropriate standards and adhere to the financial procedures of the council at all times.
To work along side the Operational Manager and Deputy Operational Managers to ensure that robust systems are in place to maximise income to The Council.
Service Performance Reports
To undertake and present data analysis to assist the development and monitoring of service outcomes.
To support the teams to achieve the service improvement targets
To contribute to the review of the business process the ensure the performance of the service is maximised.
To support the service to achieve TSA standard accreditation.
To work a long side the Assisted Living Leeds Training and information officer to develop an annual customer feedback system.
To provide a high level of customer service through varying channels, to service users, families, carer’s and health and social care professionals.
Respond to enquiries, providing support and advice as well as signposting to relevant services as required.
Support engagement and customer relationship activities, including seeking feedback to ensure the services are accessible and to broaden its reach.
To lead on the marketing of the Telecare Service.
To work closely with the Assisted Living Leeds Training and Information Office to achieve the marketing strategy.
To work with key stakeholders to develop an innovate marketing strategy to achieve the short- and long-term budget
To work with the Service Delivery Manager and the Operational Manager to contribute to the development of action plans for the services.
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.
To represent Leeds City Council at regional and national events and meetings as requested by the Operational Manager.
To give presentations on the Leeds Tele Care Service.
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 offer face to face training to 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 support to Service Delivery Manager and Operational Manager with the procurement process.
To ensure new technologies and suppliers have the opportunity to access to procurement framework.
To build a network with suppliers in order to keep abreast of new technology coming onto the market.

Generic

To participate in appraisal, training and development activities as necessary to ensure up to date knowledge and skills.
To improve own practice through observation, evaluation, discussion with colleagues and line manager.
To 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 equal opportunities 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.
To undertake other duties appropriate to the post as required.

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.

Physical Conditions: The post holder will be based at a central office, currently at Assisted Living Leeds, Clarence Road Leeds. The post holder will be required to be office based and not home working.

The post involves working shifts, 7am -3pm, 9am-5pm or 2pm -10pm. This post also involves working weekends on a rota basis and covering for colleagues as required.

Leeds City Council operates a no smoking policy.

Qualifications:

Up-to-date, valid UK driving licence and able to drive a manual car.
Qualification in operational management to degree level or a commitment to register to undertaken this level of qualification within 12 months.

Leadership

To manage, supervise, appraise, support, direct and motivate the Tele Care Staff team.
To record and monitor individual’s and teams service performance against TSA accreditation standards and Service Specifications.
To manage the rota to ensure appropriate staffing levels are in place.
To work with the Service Delivery Manager and the Operational Manager in the development of the service
To review and develop protocols, procedures and working practices relating to the service.
To undertake “train to Trainer” training in order to train the staff team.
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 investigate and respond to complaints in line with Leeds City Council’s Compliments and Complaints policy, and to implement lessons learnt from complaints.
To work closely with Leeds Community Equipment Service Managers, Telecare managers, the Service Delivery Manager and Health & Safety officers on all aspects of Health & Safety of the service.
To undertake any health & safety training as appropriate to the role and service.
To maintain confidentiality in line with Leeds City Council policies and procedures.
To act as Investigating Officer within the Council’s Disciplinary Rules and Procedures.
To have knowledge/understanding of Telecare equipment, how it works and how its use can support people to live as independently as possible.
To have knowledge/understanding of Alarm Receiving Centre (ARC) call handling equipment.
To be able to edit information and run reports as required by the Operational Manager and Service Manager.
To action and follow the plan for Business Continuity and disaster recovery and direct the Tele Care Team to ensure continuity of the service.
To keep up to date with new developments in the Telecare field and ensure the Telecare Service reflects and promotes new advances.
To source and research new products and support on-going projects to trial new Telecare equipment.
To assist the Operational Manager with the management of the service budget.
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 have an understanding/knowledge of logistic management
To maintain appropriate standards and adhere to the financial procedures of the council at all times.
To work alongside the Operational Manager and Deputy Operational Managers to ensure that robust systems are in place to maximise income to The Council.
To undertake and present data analysis to assist the development and monitoring of service outcomes.
To support the teams to achieve the service improvement targets
To contribute to the review of the business process the ensure the performance of the service is maximised.
To support the service to achieve TSA standard accreditation
To work a long side the Assisted Living Leeds Training and information officer to develop an annual customer feedback system.
To provide a high level of customer service through varying channels, to service users, families, carer’s and health and social care professionals.
Respond to enquiries, providing support and advice as well as signposting to relevant services as required.
Support engagement and customer relationship activities, including seeking feedback to ensure the services are accessible and to broaden its reach.
To lead on the marketing of the Telecare Service.
To work closely with the Assisted Living Leeds Training and Information Office to achieve the marketing strategy.
To work with key stakeholders to develop an innovate marketing strategy to achieve the short- and long-term budget
To work with the Service Delivery Manager and the Operational Manager to contribute to the development of action plans for the services.
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.
To represent Leeds City Council at regional and national events and meetings as requested by the Operational Manager.
To give presentations on the Leeds Tele Care Service.
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 offer face to face training to 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 support to Service Delivery Manager and Operational Manager with the procurement process.
To ensure new technologies and suppliers have the opportunity to access to procurement framework.
To build a network with suppliers in order to keep abreast of new technology coming onto the market.

Essential requirements Candidates will only be shortlisted if they can demonstrate that they meet all the following essential requirements.

Effective organisational skills.
Ability to provide leadership which enables and develops staff to achieve results.
Ability to manage and monitor performance effectively and set clear objectives for the review of individuals and teams.
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 and key stakeholders.
Ability to contribute to the development of the service.
Ability to develop excellent working relationships with colleagues, customers, partner organisations.
Ability to research and disseminate information.
Ability to provide an effective customer service and evidence the findings
Ability to demonstrate a positive contribution to the development of the service.
Ability to provide a flexible and responsive service and to meet the requirements of the rota.
Ability to use a word processing programme, in particular MS Office packages as well as other computer applications used by the council.
Ability to analyse data and produce effective reports.
Ability to present information to a range of audiences.
Ability to action and manage the Business Continuity plan.
Sound knowledge of the range of telecare equipment available and its role in enabling people to live independent, inclusive lives.
Knowledge and an awareness of the need for financial and of logistic management procedures in a large organisation.
Knowledge of Leeds City Council’s Compliments and Complaints Policy.
Knowledge and understanding of procurement.
Knowledge and understanding of Telecare Alarm Receiving Centre call handling equipment.
Knowledge and understanding of managing a 24 hour service.
Knowledge and understanding of the responsibilities of this role under Health & Safety regulations.
Of using IT (Power Point Microsoft office packages etc) to develop and deliver training programmes.
Qualification in operational management to degree level or a commitment to register to undertaken this level of qualification within 12 months.
Experiencing of managing staff teams.
Experience of working with key stakeholders to develop an innovate marketing strategy.
Experience of achieving targets and KPI’s.
Experience of providing training sessions.
Experience of providing excellent customer service.
Experience of service improvement or development.
Experience of producing and disseminating guidance and information.

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 Leeds Ambitions of health and wellbeing, inclusive growth, thriving strong communities, and a resilient sustainable city
Able to understand and observe Leeds City Council policies and procedures
Carry out duties having regard to an employee’s responsibility under Health, Safety and Wellbeing
Participate in appraisal, training and development activities to ensure up, to date knowledge and skills
Be aware of and support difference and ensure equality for all working in an anti-discriminatory manner, upholding equality and diversity 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
Flexible and adaptable to change to assist other services as required commensurate to grade.
The Council has adopted a flexibility protocol and the role will be expected to work within these parameters

Desirable requirements:

Of Social Alarm services and Telecare / Preventative Technology.
Of Telecare Services Association- (TSA) Quality Standards Framework
Of working with disabled people and carers.