3 Month Contract With A Local Authority

To provide effective day-to-day supervision and leadership of the Control Centre Team, ensuring delivery of a high-quality, customer-focused service. The role involves managing resources, supporting Independent Living services, coordinating staff schedules, and contributing to the development and promotion of the Lifeline service. The Control Centre Supervisor also plays a key role in health and safety, safeguarding, and maintaining service resilience through participation in on-call arrangements and emergency cover.

Key Responsibilities:

• Supervise, develop, and manage a team of Control Centre Operators, including night staff, in line with Council policies and procedures.
  

• Conduct regular 1:1s, team meetings, and performance reviews to ensure high team engagement and service standards.
  

• Manage the staff rota, on-call schedules, and ensure adequate shift coverage at all times, including arranging emergency cover as needed.
  

• Monitor and support the performance of the Control Centre to ensure service delivery targets are achieved.
  

• Work collaboratively with Independent Living Co-ordinators to support residents in sheltered housing and other independent living arrangements.
  

• Maintain adequate stock levels of equipment; manage ordering processes within budget and check deliveries for accuracy.
  

• Ensure that the Control Centre is equipped with functioning and appropriate hardware and software to support users effectively.
  

• Liaise with contractors regarding maintenance of Control Centre systems and authorise works where required.
  

• Ensure that backup and disaster recovery plans are appropriate, documented, and regularly tested.
  

• Proactively identify and report safeguarding concerns in line with the Council’s Safeguarding Procedures for children and vulnerable adults.
  

• Undertake and review risk assessments related to the Control Centre and staff, and monitor health and safety compliance.
  

• Implement procedures in response to fire alarms, bomb threats, or other emergency situations in line with Council protocols.
  

• Maintain accurate and detailed customer records, incident logs, and operational reports on designated systems.
  

• Act as a key point of contact for customers, stakeholders, external organisations, and other Council departments.
  

• Promote the Lifeline and Control Centre services to external audiences to generate new business and revenue.
  

• Assist in the development and review of service-specific policies and procedures to ensure continuous improvement.
  

• Ensure compliance with all relevant Council policies, legal and regulatory frameworks, including data protection and health and safety.
  

Requirements

• Previous experience in a supervisory or management role, ideally in a Control Centre, housing, or care environment
  

• Excellent organisational skills and the ability to manage rotas and staffing resources effectively
  

• Strong leadership and team development skills
  

• Excellent communication and customer service abilities
  

• Experience with handling safeguarding issues and a sound understanding of safeguarding principles
  

• Good IT literacy, including experience with telecare/monitoring systems and record-keeping software
  

• Ability to work under pressure, including outside core hours when necessary
  

• Knowledge of relevant health and safety and data protection legislation