Service Team Leader
Customer Service Laois

Service Team Leader

If your instinct is to help, this could be your calling. 

We are seeking a Service Team Leader for the Laois / Offaly area. 

What you will do 
You will lead a cluster of Care Workers, driving best practice in the delivery of care packages, service implementation, and assisting with rota scheduling. You will sit as a key interface between our field services and day-to-day operations.

Principal Responsibilities

To take a lead role in decisions and management of each referral, facilitating and planning appropriate onward referral, liaising with other Service Team Leaders to ensure a professional hand over.

To maintain effective communication ensuring that all information regarding the client’s referral is understood by the client and their family while within the Service Response Unit.

Work with Business Unit Manager to promote best practice in the provision of quality, safe care throughout assigned region.

Manage day-to-day coordination and evaluation of Care Workers and services provided to clients

Monitor and supervise the delivery of Care provided by the Carers within assigned team

Ensuring set standards and legislative requirements for Care are attained or exceeded at all times

Ensure the development of a person-centred model of care which is focused around our corporate value

Lead, manage and motivate a team to work to their potential

Carry out Care Consultations in clients’ homes, then follow-up with written care plans and related documentation

Participate in assessment/interviewing of Care Workers and regular on-boarding programmes as directed by the Business Unit Manager

Advice management of any perceived problems or difficulties experienced with the service provided to clients, or ideas which might enhance or improve the level of service delivered to clients                             

 Participate in an ‘On-Call’ schedule which will operate on a rota basis

Operate a work schedule based over seven days on a rotating basis as directed by the Business Unit Manager

Manage, develop and support staff individually and as a team including supervisory support and training in line with the Client’s practices as and when required

Ensure staff are aware of and adhere to the Clients Policies and Procedures and IHC Health & Safety policy

Perform other job related duties as deemed reasonable by management

Drive a culture that promotes the IHC client confidentiality policy at all times

Required Skills & Education

Qualified to FETAC Level 5 in Care (equivalent or higher)

Demonstrable experience in providing strong leadership and direction in the field of Care or a related environment

Ability to effectively manage self and others

Willingness and ability to train and develop team members

Excellent organisational skills with the ability to schedule and assign work loads

Demonstrable IT skills (basis to intermediate user level)

Key Competencies

Communication – Communicates with others to help them reach their goals through either appropriate verbal or written interaction

Problem Solving – Identifies problems, involves others in seeking solutions, conducts appropriate analyses, searches for best solutions; and responds quickly to new challenges

Time Planning/Management – Establishes a systematic course of action for self or others to ensure accomplishment of a specific objective. Sets priorities, goals, and timetables to achieve maximum productivity

Impact & Influence – Persuades or convinces others to support an idea, agenda or direction

Flexibility – Open to change and new information; adapts behaviour and work methods in response to new information, changing conditions, or unexpected obstacles. Adjusts rapidly to new situations warranting attention and resolution.

We’d love to hear from you