Digital Experience Centres Director in Hampshire, Winchester

Churchill Estates Management (CEM) is seeking an experienced, commercially minded Director of Careline to shape the future of its Careline service and play a key role in the continued growth of a fast-growing business with over 40,000 connections.

This is a pivotal strategic leadership role with responsibility for developing the Careline proposition, strengthening client and partner relationships, driving service growth and ensuring operational excellence. Working closely with the Managing Director and senior leadership team, you will help set the direction for Careline, identify opportunities for expansion and innovation, and ensure the service continues to deliver outstanding outcomes for customers and external contract partners.

As Director of Careline, you will lead a dedicated team of 40 colleagues responsible for providing 24-hour emergency response, customer support and monitoring services across our portfolio. You will bring the ambition, energy and strategic mindset needed to work within a fast-growing business, ensuring Careline is positioned for future growth, commercial success, innovation and long-term customer trust.

This role is office based from our Head Office in Ringwood, Hampshire.

Role Purpose

• Lead the strategic and operational delivery of CEM's Careline service, ensuring a safe, reliable and customer-focused operation.
• Create an exceptional customer experience through responsive, compassionate and professional service delivery.
• Develop a high-performing and engaged Careline team, fostering a culture of accountability, wellbeing and continuous development.
• Drive operational efficiency, service innovation and continuous improvement to enhance customer outcomes and business performance.
• Work closely with the Managing Director to shape the future direction of the Careline service, identifying opportunities for growth, technological advancement and service enhancement.
• Ensure robust governance, compliance and business continuity across all Careline operations.

Key Responsibilities

Operational Leadership

• Provide inspirational leadership to the Careline management team and wider operational colleagues, creating a culture of accountability, collaboration and continuous improvement.
• Lead the day-to-day operation of the Careline service, ensuring consistent achievement of service standards, performance targets and customer satisfaction measures.
• Ensure the Careline operation delivers a resilient 24/7 monitoring and response service, supported by effective resource planning and workforce management.
• Monitor operational performance through KPIs, customer feedback and management information, using insight to drive continual service improvements.
• Promote colleague engagement, wellbeing and professional development, ensuring managers are equipped to coach, support and develop their teams.

Service Excellence & Continuous Improvement

• Lead the ongoing development of Careline systems, processes and technologies to improve operational efficiency and customer experience.
• Identify opportunities to modernise service delivery through digital innovation, and enhanced reporting capabilities.
• Work collaboratively with internal departments to ensure seamless service delivery and excellent communication across the business.
• Lead service improvement initiatives, embedding best practice and ensuring lessons learned are translated into operational improvements.
• Oversee quality assurance programmes to ensure consistently high standards of customer care and regulatory compliance.

Strategic Leadership

• Work in close partnership with the Managing Director to develop and deliver the Careline strategy, supporting wider business objectives.
• Contribute as a key member of the senior leadership team, supporting organisational planning, performance and continuous improvement.
• Develop business cases for investment in people, systems and technology to support future service growth.
• Identify opportunities to expand Careline services and enhance value for customers and the wider business.
• Build strong relationships with key suppliers, technology partners and external stakeholders to support service development and innovation.

Oversee and strengthen relationships with external clients and contract partners, acting as a senior point of contact to ensure service expectations.