Team Lead - Care Coordination & Operations

1525/2024 | £40,000.00 - £45,000.00 Per Annum | Wokingham | Sonderwell

Since a very young age, Andrew has suffered from undiagnosed muscle weakness and scoliosis, which has meant that his childhood and progression into adulthood have involved a range of complications. Now a young man aged 22, Andrew’s conditions have left him requiring the use of a ventilator and electric wheelchair, whilst also having to rely on others for his personal care. And this is where we help, Sonderwell has been created from a number of new and established organisations that offer complex live-in-care services for those in need, we are proud to be working with the best carers and nursing colleagues, who are providing care and help in the home with quality, compassion and understanding.

As part of our growth plans, we are building our operations with a talented Team Leader to manage and lead a team of dedicated and experienced Care Coordinators. If you’d love to blend your management, expert problem solving and co-ordination skills, with making a difference and working in a compassionate focused service, come and talk to us. You will be part of a team, that ensures high quality care and support services are provided to enable individuals to remain in their own homes, living a fulfilled life, which respects their values and wishes.


Package Care and Management:

  • Ensure an expert approach to filling packages and the hours of care required, enabling the team to meet the same quality standards.
  • Schedule a consistent and quality focused rota of carers for your packages to meet service delivery standards for your own packages, with oversight on all live packages within the team.
  • Utilise the system to report on KPIs such as hours filled, pro-actively contribute to increasing filled hours of care, through carer capacity and/or working with the compliance and talent team.
  • Once the talent team have provided you with qualified/compliant pipeline of candidates, provide a layer of selection by conducting quality competency interviews, assessing skills and capabilities in line with client requirements.
  • Conduct phone observations and supervisions with carers, checking in on well-being and performance, and with the support of Seniors and the Operations Manager manage any risks and performance issues.
  • Ensure notes on the system are accurate, concise and timely for yourself and the wider team.

Cross Collaboration

  • Embed a culture of cross functional activity, working with resourcing, compliance and training teams to manage carer allocation and mobilisation issues.
  • Ensure that the relevant documentation is being developed and available for existing and new clients/people we support.
  • Lead with the function/team induction and training of care workers and for new joiners within the team.


  • Lead on promoting a supportive and collaborative working environment for both the office team and your team of carers.
  • Embed a culture of cross functional activity that allows for a holistic approach in dealing with issues.
  • Work closely with senior management to highlight pinch-points to reduce staffing risks, including formulation and implementation of action plans.
  • Act as a point of escalation to the Senior Care Coordinators, providing timely solutions and tracking success .
  • Take the lead on new care package mobilisations ensuring that members of the team are fully supported to provide the high level of service required.
  • Motivated by managing a Senior Care Coordinator and indirectly 2  Care Coordinators, with a coaching management style.
  • Ensure industry and company policies and procedures are followed by the wider team.


Skills and Experience

  • Strong experience gained in a care/health environment, ideally in a senior support or co-ordination capacity.
  • Strong rota management experience with the ability to provide resourcing solutions to issues.
  • Good people management and/or coaching skills with ability to motivate and guide a team. 
  • Experience in providing high-level customer service, ensuring enquiries are handled with a polite and informative approach.
  • Excellent communication style, with a confident phone approach that develops trust and understanding.
  • Comfortable and confident communicating with customers, their families and other care professionals.
  • Have a proven ability to work at a senior level with the care sector and comply with internal Policies and Procedure

A bit about you Skills and Behaviours:

  • Excellent communication skills. You are a confident, clear and warm communicator with a flexible and constructive approach to carers, clients and to the team alike.
  • Flexibility and pragmatism, an ability to self-plan and respond to shifting priorities.
  • The ability to act as a role model for best practice and actively promote a positive working environment.
  • You remain calm and professional when handling resource allocation and handling queries.
  • Have enthusiasm in busy periods and ability to work in a team.

We have a collaborative working environment, the team work closely to ensure our clients have the right people at the right time, to do that they work in the new Wokingham office from 9am-5pm. To ensure smooth delivery we have on-call rota during the week and weekends for emergencies only conducted from your home. There is a supplement for weekdays and you take the time in lieu if you’ve been on call at the weekend, giving you flexibility for those weekday occasions.

Please note we are unable to provide sponsorship for these roles so you will need the full right to work. We look forward to hearing from you.


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