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- Tasks: Lead and support a dynamic call centre team, ensuring top-notch service delivery.
- Company: Join Careline Support Ltd, a rapidly growing company dedicated to helping retired homeowners.
- Benefits: Enjoy competitive salary, generous leave, health perks, and career progression opportunities.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in call centre management and strong emotional resilience required.
- Other info: Be part of an award-winning team committed to outstanding customer service.
The predicted salary is between 30000 - 40000 £ per year.
LOCATION: Office based in Ringwood, Hampshire
SHIFTS: Rolling day shifts - 4 on/4 off (x2 07:00 - 18:30 and x2 10:30 - 22:00)
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 Team Lead 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
- Supervising, supporting and coaching operational call centre staff to carry out their duties effectively.
- Recruitment, training, induction, reviews, appraisals and performance management of the call centre 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 call centre operator looking for that next step, or an existing call centre Team Leader / Supervisor looking for that next step, with excellent opportunities for development and progression in an expanding Company.
About you
Our new Careline Team Lead will be in an existing 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.
How you'll be rewarded
- Competitive salary
- 227 hours annual leave
- Extra day off on your Birthday
- 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 Living 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!
Call Centre Team Leader employer: Careline Support Ltd
Contact Detail:
Careline Support Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre Team Leader
✨Tip Number 1
Network like a pro! Reach out to your connections in the call centre industry, especially those who might know someone at Careline Support. A friendly chat can sometimes lead to a referral, which is always a bonus!
✨Tip Number 2
Prepare for the interview by brushing up on your leadership skills. Think of examples where you've successfully managed a team or handled a crisis. We want to see that you can keep calm under pressure and inspire others!
✨Tip Number 3
Show off your analytical side! Be ready to discuss how you've used data to improve team performance or customer service in the past. It’s all about demonstrating that you can hit those KPIs and drive results.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our amazing team at Careline Support.
We think you need these skills to ace Call Centre Team Leader
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in call centre management and any relevant skills that match the job description. We want to see how your background aligns with our needs!
Showcase Your Leadership Skills: As a Call Centre Team Leader, you'll be supervising and coaching others. Use your application to demonstrate your leadership style and any successful team management experiences you've had.
Be Clear and Concise: When writing your application, keep it straightforward. We appreciate clarity, so make sure your points are easy to read and get straight to the heart of your qualifications.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at Careline Support Ltd
✨Know the Company Inside Out
Before your interview, take some time to research Careline Support Ltd. Understand their mission, values, and recent achievements, like winning the Outstanding Customer Service Award. This will not only show your genuine interest but also help you tailor your answers to align with their goals.
✨Demonstrate Leadership Skills
As a Call Centre Team Leader, you'll need to showcase your ability to manage and motivate a team. Prepare examples from your past experiences where you've successfully led a team, handled conflicts, or improved performance. Be ready to discuss how you can apply these skills in a fast-paced environment.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities and emotional resilience. Think of scenarios where you've dealt with difficult situations, especially in a call centre context. Practising your responses will help you stay calm and articulate during the interview.
✨Showcase Your IT Proficiency
Since the role requires being IT literate, brush up on your knowledge of MS Office and any relevant call centre systems. Be prepared to discuss how you've used technology to improve processes or reporting in your previous roles. This will demonstrate your readiness to hit the ground running.