The Role of a Team Leader
by Charli Rio Williams, former Team Leader
What is the role of a Team Leader at Lifeways?
A Team Leader or Service Manager at Lifeways is responsible for overseeing the whole service, from managing the team to ensuring the people we support receive high-quality, person-centred care.
I look after 12 people in my service and focus especially on those who need regular support. My day includes a mix of administrative tasks, checking care plans, making sure team members have what they need, and spending time with the people we support.
I’ve worked my way up from Support Worker and Team Leader, so I understand the day-to-day job well and make sure team members feel supported.
Each week is busy and varied! Mondays, I help at another service to support a new manager. Tuesdays and Wednesdays are for checks - I review reports, training, and paperwork to keep everything on track. Thursdays, I try to spend quality time with people we support and team members, even if it means a cup of tea and a catch-up. Fridays, I meet with other managers at head office - we share ideas and help each other. It’s a great way to keep connected and learn from other teams.
How do you ensure quality and safety in your service?
I make sure that support plans and risk assessments are up to date and fit each person’s needs. I also check our training records regularly to confirm that everyone’s training is current, especially for people who need specialist support.
It’s really important to me that team members feel confident and capable to keep people safe. We use systems like Power BI to monitor compliance and spot any gaps quickly so we can fix them straight away.
The best part is seeing people truly live life, not just get by. I want the people we support to enjoy experiences, try new things, and feel fulfilled every day. I also love making positive changes in how the service runs - whether it’s improving rotas or organising activities. It’s rewarding when families and colleagues appreciate the effort we put in. Knowing I can make a difference to someone’s day makes everything worthwhile.
Charli Rio Williams, former Team Leader
What qualifications or experience do you need to become a Team Leader?
Experience in care is vital - understanding how to support people with learning disabilities, mental health needs, or complex behaviour really helps. For the role itself, you need at least a Level 3 qualification in Health and Social Care. I did mine in Health, Science, and Social Care during the pandemic. Some people go on to do their Level 5 if they want to progress further. Most importantly, you need to care about people and want to make a difference.
How do you lead and develop your team?
I believe in being approachable and straightforward. I’m quite a strong character but friendly too, so team members know they can come to me with anything. If someone suggests an idea or raises a concern, I don’t just listen - I act on it. I like to keep things moving forward and make sure everyone feels supported. I also check that training, supervisions, and appraisals happen on time so the team can grow in confidence and skills.
How does Lifeways support its managers?
Lifeways encourages managers to share knowledge and support each other. We have weekly managers’ meetings where we exchange ideas and advice. My line manager is brilliant at giving feedback and recognising good work, which keeps me motivated. There’s always someone to go to for help or to share best practice, and that makes a big difference.
What are the biggest challenges and highlights of your role?
One challenge is balancing a never-ending task list — there’s always something to do! Another is finding the right team members who are comfortable supporting people with both care and health needs. But the highlights far outweigh the challenges. I love seeing the team develop, helping other managers with my knowledge, and watching the people we support thrive. Organising activities, outings, or even a simple BBQ brings everyone together and reminds me why I love what I do.
How to become a Team Leader
If you’re looking for a team leader role, please take a look at our available roles. We have many exciting opportunities across the country. You might also like to read our blog to find out more about what a career in supported living is like.
If you have any questions about becoming a team leader in one of our many Lifeways locations, please feel free to get in touch.
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