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For Companies At a Glance
- Tasks: Lead and inspire our call centre team to deliver exceptional service.
- Company: Join Careline Support Ltd, part of Churchill Retirement, dedicated to supporting retired homeowners across the UK.
- Benefits: Enjoy a competitive salary, company car, 25 days leave, private medical insurance, and more!
- Why this job: Be a key player in a rapidly growing company making a real difference in people's lives.
- Qualifications: Proven experience in call centre management; care sector experience is a plus.
- Other info: Opportunities for career progression and personal development await you!
The predicted salary is between 36000 - 60000 £ per year.
Location: Office based at Careline Support Ltd, in Ringwood
Careline Support Ltd are now recruiting for an Operations Manager / Call Centre Manager to lead our call centre team in Ringwood, Hampshire. Reporting to the Commercial Director, you will be a seasoned Manager, able to encapsulate our vision for growth and take us forward. Our busy team has already seen continuous and rapid growth since launching in January 2020, with our Careline Operators providing a dedicated telephone service for emergencies and non-emergencies around the clock, to retired Homeowners across the UK.
About The Role
As Operations Manager / Call Centre Manager, you will have overall accountability for operational and alarm receiving functions, Operators, Supervisors, and Real-time Managers. Your remit will encompass the operational efficiency of the call centre, resource levels, management of colleagues, and compliance, ensuring that the call centre meets high-quality call standards, reporting, complaints handling, and database administration.
Key Responsibilities
- Drive continual organisational change, leadership, and improvement to exceed customer expectations
- Manage and monitor operational KPIs, performance, forecasting, and inform business strategy
- Analyze and report on key deliverables
- Motivate and coach the operational team to high performance standards
- Plan resources, manage overtime, and optimize shifts
- Handle HR responsibilities including performance management, absence management, recruitment, and training
- Escalate complaints and conduct operational client review meetings as necessary
- Liaise with key stakeholders at all levels, including customers, internal colleagues, suppliers, and the Executive Board
- Monitor external marketing influences, competitors, and opportunities; ensure website is fit for purpose; support new business development
- Manage budget responsibilities
About You
Your CV should demonstrate that you are a highly accomplished Manager with extensive experience in call centre operations. Experience in a Careline or Telecare setting is advantageous but not essential.
Additional Skills and Attributes
- Provide clear direction, inspire, motivate, and coordinate teams
- Develop people through delegation, empowerment, and coaching
- Understand complex issues quickly and use rational judgment to find solutions
- Excellent communication skills in English, both written and spoken
- Financial awareness and numerical ability
- Excellent time management, prioritization, and multi-tasking skills
- Self-motivated, driven, resilient to meet targets
- Work effectively under pressure
- Flexible, creative, with strong commercial acumen
- Serve as a role model and ambassador for Careline Support
Your Rewards
- Competitive salary
- Company car or car allowance
- 25 days annual leave plus Bank holidays
- Extra day off on your Birthday
- BUPA private medical insurance for you and partner
- Life assurance (2x salary)
- Health screening
- Eye care vouchers
- John Lewis vouchers for expectant parents
- Reward card
- Employee Assistance Programme
- Referral rewards for colleagues, clients, and land
- Group pension scheme
- Opportunities for CPD and career progression within the group
About Us
As part of the Churchill Retirement group, Careline Support Ltd provides a telephone support service to over 11,000 retired homeowners in the UK, helping them achieve a safe and secure lifestyle and enjoy retirement. We are committed to first-class service at all touchpoints. Our call handling team ensures that no one is left alone in an emergency. We are seeking the best candidate to join us and lead our team into an exciting future. If you believe you have the skills and attributes to make a difference, apply today!
Operations Manager employer: PPT Salon
Contact Detail:
PPT Salon Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Operations Manager
✨Tip Number 1
Familiarise yourself with the specific challenges and trends in call centre operations, especially in the context of care services. Understanding the unique needs of retired homeowners can give you an edge in discussions during interviews.
✨Tip Number 2
Network with professionals in the care and call centre industry. Attend relevant events or join online forums to connect with others who can provide insights or even referrals for the Operations Manager role.
✨Tip Number 3
Prepare to discuss your leadership style and how you've successfully motivated teams in previous roles. Be ready to share specific examples of how you've driven performance improvements and managed operational KPIs.
✨Tip Number 4
Research Careline Support Ltd thoroughly. Understand their mission, values, and recent developments. This knowledge will help you tailor your conversations and demonstrate your genuine interest in leading their team.
We think you need these skills to ace Operations Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in call centre operations and management. Use specific examples that demonstrate your ability to lead teams, manage KPIs, and drive organisational change.
Craft a Compelling Cover Letter: Write a cover letter that reflects your understanding of Careline Support Ltd's mission and values. Explain how your skills and experiences align with the role of Operations Manager and how you can contribute to their growth.
Showcase Relevant Skills: In your application, emphasise your leadership abilities, communication skills, and experience with performance management. Mention any familiarity with care services or telecare settings, even if it's not essential.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at PPT Salon
✨Showcase Your Leadership Skills
As an Operations Manager, you'll need to demonstrate your ability to lead and inspire a team. Prepare examples of how you've successfully managed teams in the past, focusing on your leadership style and the outcomes of your efforts.
✨Understand the Company’s Vision
Familiarise yourself with Careline Support Ltd's mission and values. Be ready to discuss how your experience aligns with their vision for growth and how you can contribute to their ongoing success.
✨Prepare for KPI Discussions
Since managing operational KPIs is a key responsibility, be prepared to discuss your experience with performance metrics. Think about specific KPIs you've managed in previous roles and how you used them to drive improvements.
✨Demonstrate Problem-Solving Abilities
The role requires quick thinking and rational judgement. Prepare to share examples of complex issues you've resolved in a call centre environment, highlighting your analytical skills and decision-making process.
