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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 development opportunities.
- Other info: Be part of an award-winning team with excellent growth potential.
- Why this job: Make a real difference in people's lives while advancing your career in a supportive environment.
- Qualifications: Experience in call centre management and strong leadership skills are essential.
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!
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Locations
Call Centre Team Leader in Hampshire, Ringwood 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 in Hampshire, Ringwood
✨Tip Number 1
Network like a pro! Reach out to your connections in the call centre industry, especially those who might know about openings at Careline Support Ltd. 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 and examples of how you've managed teams in the past. We want to see how you handle pressure and support your team, so think of specific situations where you shone!
✨Tip Number 3
Show us your passion for the role! When you get the chance to speak with us, let your enthusiasm for helping others shine through. We love candidates who genuinely care about making a difference in people's lives.
✨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 keen on joining our amazing team at Careline Support Ltd!
We think you need these skills to ace Call Centre Team Leader in Hampshire, Ringwood
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, so don’t be shy about showcasing your achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the Call Centre Team Leader role. Share specific examples of your leadership style and how you've successfully managed teams in the past.
Showcase Your Skills: We’re looking for someone who can handle pressure and support their team effectively. Highlight your emotional resilience and any experience you have with KPI monitoring or performance management. This will help us see how you can contribute to our success!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
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 support a team. Prepare examples from your past experiences where you've successfully led a team, handled performance management, or resolved conflicts. Be ready to discuss how you can motivate and coach others in a high-pressure environment.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills and emotional resilience. Think of scenarios where you had to handle distressing calls or manage a crisis. Practise articulating how you approached these situations and what the outcomes were, as this will demonstrate your capability to perform under pressure.
✨Showcase Your IT Proficiency
Since the role requires being IT literate, brush up on your knowledge of MS Office and any call centre systems you've used. Be prepared to discuss how you've utilised technology to improve team performance or streamline processes in your previous roles. This will highlight your readiness to adapt to their systems.