How to Apply:
Please forward your CV and a covering letter using the template provided. In this template you should provide a brief explanation of how your skills, knowledge and experience match each of the 6 areas of responsibility.
If you do not provide a CV or the cover letter, your application will not be considered, and you will not be invited for interview.
If you are invited for interview, we will also ask you to complete an Information Form asking for further information relating to your employment, references and other relevant checks.
Please send your CV and Cover Letter to: [email protected] as soon as possible. We will close to applications early if there is a high level of interest.
Interviews will take place on a rolling basis as suitable candidates are identified.
Team Lead – Carer Services
Responsible to: Carer Services Manager
Place of Work: Worcester Office (hybrid working by agreement)
Hours of Work: 22.5 hours per week, worked over 3 days which must include a Friday
Contract Type: Permanent
Pay Scale: £28,587.00 per annum, pro rata for part time hours
About Us
Carers & Communities (C&C) is a registered charity which was founded in 1997. We act as an independent source of information, advice and support for unpaid carers across the county.
Working for Us
At Carers & Communities, people are at the heart of everything we do. We foster a dependable and fair culture where everyone is treated with respect, valued for their contributions, and supported to thrive both personally and professionally.
We believe that great outcomes come from working together. Our teams are united by a shared purpose: making a meaningful difference to the lives of unpaid carers and the communities in which they live. Every role contributes to creating positive, lasting impact, giving our people a strong sense of purpose and achievement in their work.
We are forward-thinking and collaborative, encouraging new ideas and continuous improvement so that we can meet the evolving needs of those we serve. By supporting one another, embracing diversity of thought, and working towards common goals, we create an environment where people feel empowered to make a real difference.
When you join us, you'll become part of a team that is dependable, caring and committed to creating sustainable change. Together, we help ensure unpaid carers receive the recognition, support and opportunities they deserve.
Team Lead Expectations
Leaders play a key role in bringing our culture and values to life by setting the tone, role-modelling behaviours and creating an environment where others can succeed.
In practice our leaders:
· Demonstrate integrity and fairness in all decisions and actions.
· Foster collaboration, inclusion, approachability and psychological safety.
· Encourage innovation, learning and forward thinking.
· Support, develop and empower others to achieve their best.
· Lead with clarity, consistency, purpose and accountability.
Job Overview
Working as part of the Carer Services Team, the role holder will:
1. Provide day-to-day leadership, operational oversight and quality assurance of carer support services.
2. Collaborate closely with another Team Lead, you will lead a team of Carer Advisors delivering frontline assessments, advice and support, ensuring services are high-quality, strengths-based, outcome-focused and compliant with statutory requirements.
3. Combine team leadership, service coordination, performance management and continuous improvement, using data, insight and partnership working to achieve positive outcomes for unpaid carers.
Key Objectives
1. Deliver high-quality, person-centred and strengths-based support services.
2. Lead, support and develop a high-performing Carer Advisor team.
3. Ensure compliance with Care Act duties, quality standards and organisational policies.
4. Use data and insights to manage performance and drive improvement.
5. Strengthen partnership working and promote services to carers and stakeholders.
Main Duties and Responsibilities
1. Leadership and Line Management
· Provide day-to-day leadership and line management to Carer Advisors, including supervision, appraisals and ongoing development support.
· Provide practice-based supervision and guidance, ensuring high-quality, person-centred and strengths-based delivery.
· Ensure staff have the skills, knowledge and training required to meet the needs of carers.
· Foster a positive, inclusive and high-performing team culture.
· Act as the first point of contact for team issues, resolving them effectively.
· Plan and facilitate regular team meetings and reflective practice sessions.
2. Service Delivery and Operations
- Oversee the delivery of frontline services delivered by Carer Advisors, including:
- Carer assessments and reviews
- Strengths-based support planning
- Provision of information, advice and support
- Ensure effective coordination and oversight of duty systems, including helplines, triage, referrals, webchat and rota-based services.
- Work closely with the Carer Services Manager to manage workload, capacity and resource allocation.
- Monitor workflow across the service to ensure timely, appropriate and equitable responses to carers.
- Ensure carers receive a consistent, high-quality and responsive service across all access channels.
3. Performance, Data and Quality
- Produce and review regular performance dashboards, identifying trends, risks and opportunities.
- Monitor and manage team performance against KPIs and contractual targets.
- Ensure accurate, timely and high-quality recording of all activity and casework.
- Oversee quality assurance of assessments, reviews and support plans, ensuring compliance with:
- Care Act requirements
- CQC standards
- Internal quality frameworks
- Lead audit processes and reflective practice activity, embedding continuous learning and improvement.
- Use data and insights to inform decision-making and service development.
- Ensure compliance with organisational policies, including safeguarding, GDPR and confidentiality.
4. Service Development and Continuous Improvement
Supporting the Carer Support Manager you will assist with:
- Leading the identification, planning and implementation of service improvements and new initiatives.
- Using insights from carers, Carer Advisors, data and partners to shape service development.
- Identifying gaps in provision and opportunities to improve pathways and outcomes.
- Supporting innovation and transformation across carer services.
- Embedding a proactive culture of continuous improvement across the team.
5. Partnership and Stakeholder Engagement
- Build and maintain strong relationships with external stakeholders, including statutory and voluntary sector partners.
- Represent the organisation and service in meetings, forums and community engagement activities.
- Promote carer services and increase awareness of carers’ needs.
- Support effective multi-agency working to ensure joined up, coordinated support for carers.
6. General Responsibilities
- Maintain high standards of professionalism, organisation and accountability.
- Work within safeguarding, equality, diversity and confidentiality frameworks.
- Participate in supervision, training, team meetings and organisational events.
- Ensure effective use of resources and contribute to organisational objectives.
- Work flexibly to meet the needs of the service.
- Undertake training and continuous professional development.
Person Specification
Experience
Team leadership, supervision and staff development
Delivering or overseeing support services for carers, vulnerable people or within health/social care
Managing service delivery, workflow and competing demands
Using data, reporting and performance management to drive improvement
Partnership and stakeholder working
Knowledge
Understanding of issues affecting unpaid carers
Knowledge of health, social care and voluntary sector systems
Understanding of Care Act responsibilities relating to carers
Knowledge of safeguarding, data protection and quality assurance frameworks
Skills
Strong leadership, coaching and interpersonal skills
Excellent organisational, planning and problem-solving abilities
Ability to use data and insight to inform decisions and improve services
Effective communication and relationship-building skills
Ability to prioritise workload and respond flexibly to changing demands
Other Requirements
- Relevant posts will be subject to standard or enhanced DBS check.
- Ability to travel to and from our office location and to other outreach locations.
- Willing to undertake training and personal development.
Benefits
Occupational Pension, Employee Assistance Scheme, Wellbeing Support, Blue Light Card.
Pay: £28,587.00 per year
Benefits:
- Company pension
- Free parking
- Health & wellbeing programme
- Store discount
Work Location: In person
