About this role
Job summary
We have an exciting opportunity for a motivated and organised individual to join our busy Home Support Team as a Team Leader. In this varied and rewarding role, you'll oversee the day-to-day coordination of the service, support a team of administrators, and ensure our clients continue to receive the high-quality service they expect from Age UK Coventry & Warwickshire.
You will take responsibility for monitoring performance, maintaining efficient systems and processes, and contribute to the continued growth and development of the service.
Our Home Support Service provides a wide range of non-personal care support to older people across Coventry & Warwickshire, from short wellbeing checks, to light cleaning, gardening, and accompanying clients on shopping trips. As Team Leader, you'll ensure this support is delivered safely, consistently and with dignity.
This role is ideal for someone who is motivated by making a positive difference in the lives of older people.
Main duties of the job
The post holder will provide effective line management to a team of administrators and oversee the coordination of the Home Support office. They will be responsible for meeting service targets and offering clear operational guidance to ensure the efficient delivery of support hours, as well as the appropriate onboarding and recruitment of new clients and support staff.
About us
We're a local charity working in the community to support older people, their families and carers.
We want everyone to be able to love later life.
Job description Job responsibilities
Key activities and main responsibilities:
To proactively monitor monthly performance including tracking hours, clients, support workers, and locations; taking early action to address shortfalls.
To lead on the recruitment, onboarding, and retention of clientfacing and support staff across care services, ensuring workforce capacity meets operational demand and supports highquality service delivery.
Overseeing accurate, consistent use of internal databases and dashboards to support effective service delivery, invoicing, and reporting.
To maintain a consistent office presence to support service administrators, manage escalations, and ensure appropriate cover across core hours.
To oversee the efficient coordination and smooth running of the HS service across the City and County, ensuring assessments and service delivery are organised effectively.
To provide daytoday operational guidance and linemanagement supervision to service administrators, maintaining visible support through regular checkins, clear communication, timely followup, and the delivery of supervisions and annual appraisals to support staff performance and wellbeing.
To oversee the accurate and consistent use of internal databases, supporting staff with data entry and using dashboards to optimise service delivery, invoicing, and reporting.
To collate client data and produce monthly monitoring reports for the Services Manager.
To develop and enhance IT processes and systems to improve efficiency and support service delivery.
To create, develop, and embed standard operating procedures to ensure consistency and quality across the service.
To deal promptly and appropriately with client related issues, including safeguarding concerns and complaints, following the correct processes.
To actively promote services by identifying new referral pathways, building relationships with partners, and exploring opportunities for sustainable growth.
To portray a positive image of the organisation both internally and externally, and set high standards of personal integrity and professionalism, leading by example.
To ensure all staff adhere to AUKCW policies, procedures, and quality standards at all times.
To undertake any other duties as may be reasonably required, consistent with the nature and grade of the post.
All staff have an individual responsibility to comply with the organisations policies and practices.
Person Specification
Qualifications Desirable
Relevant qualifications in health, social care or related field.
Experience Essential
Experience of working in health, social care or related support services. Line management experience, including supervision, performance monitoring and supporting staff development. Experience of using case management or CRM systems to support service delivery, reporting and performance monitoring. Ability to motivate, guide and support staff to deliver high-quality services and meet performance targets. Strong planning and prioritisation skills, with the ability to work proactively and independently while coordinating team activity. Excellent verbal and written communication skills. High digital competence, including Microsoft Office, email, databases, and the ability to learn systems with strong skills in collecting and interpreting electronic data for monitoring and reporting. Ability to develop and embed standard operating procedures and support staff to follow them consistently. The successful candidate must be Professional, compassionate and supportive, Flexible and adaptable, Approachable and trustworthy and Confident and self-motivated. This post is subject to a DBS check at an Enhanced Level.
Desirable
Experience of working with older people and/or individuals with multiple health needs. Knowledge of issues affecting older people.
Disclosure and Barring Service Check This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Employer details Employer name Age UK Coventry and Warwickshire
Address Age Uk
7 Warwick Row
Coventry
CV1 1EX
Employer's website https://www.ageuk.org.uk/coventryandwarwickshire/ (Opens in a new tab)