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- Tasks: Lead and support a dynamic team of Careline Operators in a fast-paced environment.
- Company: Join Careline Support Ltd, a rapidly growing company dedicated to providing emergency services across the UK.
- Benefits: Enjoy a competitive salary and excellent colleague benefits, plus opportunities for overtime.
- Why this job: Be part of a supportive culture that values growth and teamwork while making a real impact.
- Qualifications: Experience in a supervisory role is preferred; strong leadership and communication skills are essential.
- Other info: Flexible shifts with a rolling roster; on-call duties may be required once every six weeks.
The predicted salary is between 30000 - 42000 £ per year.
JOB TITLE: Call Centre Supervisor (Careline Supervisor) LOCATION: Office based in Ringwood, Hampshire HOURS: Average hours 37 per week. Overtime may be requested occasionally SHIFTS: Rolling shift roster 4 on / 4 off, mainly 08:30 to 20:00, with occasional unsociable hours / nights. A flexible approach is required to have visibility across the team. ON CALL: Emergency \’on call\’ likely to be 1 week in 6 PACKAGE: Competitive salary, plus excellent Colleague benefits It\’s exciting times at Careline Support Ltd in Ringwood and due to our ongoing success, we are recruiting for a Call Centre Supervisor to join our team in Ringwood, Hampshire. Our busy team have 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 right across the UK. About the role Reporting to the Operations Manager, the post-holder will be one of two Supervisors providing support to a growing team of Careline Operators. As Call Centre Supervisor your main responsibilities will include: Supervising, supporting and coaching operational staff to carry out their duties effectively. Recruitment, training, induction, reviews, appraisals and performance management of the team. Managing the duty rota and workforce planning to ensure the call centre is staffed appropriately at all times. Monitoring live and historical performance against Key Performance Indicators (KPI\’s), carrying out call audits, providing feedback in a timely manner. Providing statistical analysis and reporting of KPI\’s, team performance, resilience and integration of new business. Ensuring policies and procedures are updated and applied correctly. Taking investigative and remedial action into operational, service and system issues. When required, the Call Centre Supervisor will carry out the duties of a Careline Operator to support delivery of the service. This is an amazing opportunity for a current Senior / Team Leader / Supervisor looking for that next step, with excellent opportunities for development and progression in an expanding Company. About you Our new Call Centre Supervisor will be an experienced Call Centre Supervisor / Call Centre Team Leader within a similar setting, for example, Call Centre, Control Room, Careline or Telecare environment. Knowledge of Careline or the telecare industry, coupled with experience of the TSA audit process would be desirable. Your CV will demonstrate a proven track record of success in managing people, organising resources, roster management, analysis, reporting and systems technology. The nature of what we do demands a high degree of emotional resilience to handle calls that may be distressing in nature whilst supporting a team of Operators to do the same. You will be able to perform under pressure whilst remaining calm in a crisis, acting as a role-model for the team. As we are a 24/7 service, it is essential that the Call Centre Supervisor demonstrates a \’can do\’ and flexible attitude to support the team and hours of work. This will include spending time with the night team on occasion and taking a share of the \’on call\’ rota. You will be IT literate, experienced with MS Office (including Sharepoint/OneDrive) and other call centre or customer database systems. You will possess a high standard of written and spoken English, numeracy and analytical skills. A full driving licence and use of a vehicle is essential. Your rewards Competitive salary 24 days annual leave, plus Bank holidays Extra day off on your Birthday BUPA private medical insurance Life assurance Health screening Eye care vouchers John Lewis vouchers for expectant parents Reward card Employee Assistance programme Rewards for colleague, client and land referrals Group pension scheme Opportunities for CPD and career progression across the group About us As part of the Churchill Retirement group of companies, Careline Support Ltd provides a telephone support service to over 11,000 retired Homeowners in the UK, supporting them to achieve a safe and secure lifestyle and enjoy their retirement. In 2023, Careline were delighted to win the Outstanding Customer Service Award at the industry recognised ARMA awards ceremony, underpinning the great work that our team deliver every day. We are committed to maintaining a first-class level of service at all touch points. The creation of Careline has enabled us to elevate our service and our amazing call handling team ensures that no-one is left alone in an emergency. We are looking for the very best person to join our business and be part of the next exciting chapter. If you feel you have the skills and attributes to make a difference, apply today! We understand the importance of protecting your personal data when you submit a job application. For more information on how we process your personal data please read our Privacy Policy. JBRP1_UKTJ
Call Centre Supervisor employer: Careline Support Ltd
Contact Detail:
Careline Support Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre Supervisor
✨Tip Number 1
Familiarize yourself with the specific challenges and demands of a call center environment. Understanding the nuances of managing a team in a high-pressure setting will help you stand out during discussions.
✨Tip Number 2
Highlight your experience in coaching and supporting staff. Be ready to share specific examples of how you've successfully developed team members in previous roles, as this is crucial for the Call Centre Supervisor position.
✨Tip Number 3
Demonstrate your flexibility and adaptability. Since the role involves a rolling shift roster and on-call duties, showcasing your willingness to work varied hours will be a significant advantage.
✨Tip Number 4
Research Careline Support Ltd and their services thoroughly. Being knowledgeable about the company’s mission and values will allow you to align your answers with what they are looking for in a supervisor.
We think you need these skills to ace Call Centre Supervisor
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description for the Call Centre Supervisor position. Understand the key responsibilities and required skills, such as supervising and coaching staff, to tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasize any previous experience in call centre management or supervisory roles. Provide specific examples of how you've successfully led teams or improved processes in similar environments.
Showcase Your Skills: Clearly outline your skills that align with the job requirements, such as communication, problem-solving, and leadership abilities. Use concrete examples to demonstrate how these skills have contributed to your past successes.
Tailor Your Cover Letter: Craft a personalized cover letter that reflects your enthusiasm for the role at Careline Support Ltd. Mention why you are interested in this position and how your values align with the company's mission.
How to prepare for a job interview at Careline Support Ltd
✨Show Your Leadership Skills
As a Call Centre Supervisor, you'll be expected to lead and support your team. Be prepared to discuss your previous leadership experiences and how you've successfully managed teams in the past.
✨Understand the Company Culture
Research Careline Support Ltd and understand their values and mission. Demonstrating that you align with their culture will show that you're a good fit for the team.
✨Prepare for Scenario Questions
Expect questions about how you would handle specific situations in the call centre. Think of examples from your past experience where you resolved conflicts or improved team performance.
✨Highlight Your Flexibility
The role requires a flexible approach due to the rolling shift roster. Be ready to discuss your availability and willingness to adapt to different shifts and on-call duties.
