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Telecare Officer

Job Description

Telecare Support Officer

Location: Hillingdon

Salary: £16.25 per hour

Contract: Initially 3 months

Hours: 36 hours per week

About the Company

The London Borough of Hillingdon provide Telecare services to over 7000 residents. The service uses Telecare technology to enable elderly and vulnerable residents to live independently and at home for longer, preventing the need for more intensive care and support services as well as reducing hospital admissions.

About the Role

The Telecare Support Officer will be responsible for supporting the digital upgrade Programme and will require direct contact with service users, their next of kin, carers, other professionals and agencies.

Key Responsibilities:

  • Installation of Telecare
  • Supporting clients in the migration of their analogue phone line to a digital connection
  • Carrying out client reviews and surveys over the phone
  • Scheduling appointments for equipment replacement
  • Supporting Hillingdon call centre in the migration of analogue to digital TEC equipment
  • Carrying out telephone surveys and responding to enquiries and follow through queries with appropriate course of action
  • Prioritising and logging all call activities and updating the Telecare call handling system
  • Contacting service users/carers by telephone and carrying out telephone surveys and reviews and booking appointments to visit the person at home
  • Ensuring follow-ups are completed effectively and timely
  • Updating adult social care IT systems accurately and in a timely manner
  • Working flexibly at times to ensure that changing priorities are met
  • Being the lead customer services for all queries pertaining to the digital upgrade of the Telecare equipment
  • Working closely with Hillingdon call centre and the provider of the call response service
  • Working in partnership and close liaison with other health, social care and voluntary sector partners as required
  • Attending meetings as and when required


  • Good level of general education to GCSE or similar
  • Experience in Telecare installation, assessment or call handling
  • Demonstrable knowledge and practice of good customer care skills - particularly over the telephone
  • Experience of working with disabled adults and older people
  • Excellent interpersonal skills
  • Good communication and listening skills on the telephone
  • Ability to prioritise and categorise based on information provided and using sound judgement
  • Effective organisation and time management skills
  • Ability to complete and use spreadsheets and other IT based reports
  • Ability to prioritise your work and use own initiative
  • Positive attitude
  • Flexibility and responsiveness

How to Apply:

If you are interested in this role, please submit your CV to