Care & Response Community Alarm Shift Manager

The Care and Response Community Alarm Service helps people to feel safe and secure at home so they can live full and independent lives with the use of technology. We handle around 10,000 emergency calls per month and offer a mobile responder service to make visits to residents who need in-person help.,

• To oversee and contribute to all functions of the service, including call handling, mobile response and the programming and installation of equipment.
• To assist Care and Response Officers in understanding equipment and exploring alternative solutions to meet the needs of the individual.
• To provide line management to colleagues, adhering to policies relating to performance and absence management in line with Milton Keynes City Council's values.
• To investigate concerns and complaints, ensuring learning is incorporated into service development.
• To assist in quality assurance, undertaking audits and call listening to ensure compliance with service standards.
For this role you are required to have a Full UK Driving Licence. If you are successful, you will be required to supply evidence of your Licence prior to starting the role and evidence of your Vehicle Insurance with Business Use.


• Has empathy, a caring nature and a willingness to go above and beyond to support those who use the service.
• Will have experience of working within a call handling service and/or social care environment with a strong customer service background.
• Will have experience of working in a supervisory position.
• Will have the ability to remain calm and focussed in potentially stressful situations and make well considered decisions.
• Will be willing to undertake training in all aspects of the role and contribute to service development.
  
  Milton Keynes City Council is a large, modern and financially stable employer with around 2,500 people working across our eight areas. Together we provide local residents and businesses with a wide range of important round-the-clock services and aim to make our city a better place to live.
We work hard because of the demands placed on us, like protecting children from harm or preventing homelessness. However, working for the city is always rewarding and everyone has the opportunity to make a real difference. We're very proud of our diversity and are committed to having a workforce that reflects the community we serve. Whatever your background, you will be welcome here if you share our values of being dedicated, respectful and collaborative. We offer great training and support and because of the size and scale of the organisation there are always new opportunities to explore when it's time for a new role. If you'd like to know more about how we do things and what matters to us, take a look at our short booklet What makes us Milton Keynes City Council.

We're recruiting two additional shift managers to provide operational leadership and day to day management of the service. There is a requirement to work 12-hour shifts, with a shift pattern covering both days and nights, 365 day per year, including weekends and bank holidays. In return the posts attract an additional alternative working pattern payment of 10%., In addition to your salary, we offer a range of benefits including:
• Great holiday benefits - most roles include 28 days annual leave every year on top of public (bank) holidays, increasing to 32 days after five years. In addition, there is a holiday purchase scheme allowing staff to purchase up to 5 additional days of leave each year.
• Excellent pension - everyone who works for us can join the national Local Government Pension Scheme, widely regarded as one of the best available.
• A full range of family friendly policies including enhanced maternity, adoption and paternity support and a childcare subsidy.
• Access to an award-winning employee benefits programme that includes a health cash plan, a low-cost bike purchase scheme as well as high street discounts and money off entertainment and travel.
• Blue Light Card - employees working within social care can qualify for an additional range of discounts from national retailers and local businesses.
Our roles are either designated 'site based' or 'home based'. 'Site based' roles can include up to two days a week working from home whilst 'home based' roles are based at home four days a week. Of course, managers designate which category roles are in based on the needs of the service and the circumstances.