At a Glance
- Tasks: Supervise and support a dynamic team of Careline Operators in a fast-paced environment.
- Company: Join Careline Support Ltd, part of the award-winning Churchill Retirement group.
- Benefits: Enjoy competitive salary, 24 days leave, private medical insurance, and more.
- Other info: Flexible shifts with opportunities for professional development and progression.
- Why this job: Make a real difference in people's lives while advancing your career.
- Qualifications: Experience in call centre supervision and strong leadership skills required.
The predicted salary is between 30000 - 42000 £ per year.
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!
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Call Centre Supervisor in Ringwood employer: Careline Support Ltd
Careline Support Ltd, based in Ringwood, Hampshire, is an exceptional employer that prioritises employee well-being and professional growth. With a competitive salary and a comprehensive benefits package including private medical insurance and generous annual leave, we foster a supportive work culture that values teamwork and resilience. Join us to be part of a rapidly growing company that not only provides meaningful support to retired homeowners but also offers ample opportunities for career progression and personal development.
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre Supervisor in Ringwood
✨Tip Number 1
Get to know the company inside out! Research Careline Support Ltd, their values, and recent achievements. This will help you tailor your conversation during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to call centre supervision and think about how your past experiences align with the role. Role-playing with a friend can help you feel more confident when it’s your turn to shine.
✨Tip Number 3
Don’t forget to ask questions! When you get the chance, ask about the team dynamics or what a typical day looks like for a Call Centre Supervisor. This shows you're engaged and helps you figure out if it's the right fit for you.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re proactive and keen on joining our amazing team at Careline Support Ltd.
We think you need these skills to ace Call Centre Supervisor in Ringwood
Some tips for your application 🫡
Tailor Your CV:Make sure your CV highlights your experience in call centre supervision or team leadership. Use keywords from the job description to show that you’re a perfect fit for the role.
Showcase Your Skills:Don’t forget to emphasise your IT skills, especially with MS Office and any call centre systems you’ve used. We want to see how you can bring your tech-savvy side to our team!
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate straightforward communication, so make sure your passion for the role shines through without unnecessary fluff.
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 don’t miss out on any important updates from us!
How to prepare for a job interview at Careline Support Ltd
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Call Centre Supervisor. Familiarise yourself with the key tasks like supervising staff, managing rotas, and monitoring KPIs. This will help you demonstrate your knowledge and show that you're genuinely interested in the position.
✨Showcase Your Leadership Skills
As a supervisor, you'll need to lead and support your team effectively. Prepare examples from your past experiences where you've successfully managed a team, handled difficult situations, or improved performance. This will highlight your capability to take on the role and inspire confidence in your potential employer.
✨Demonstrate Emotional Resilience
Given the nature of the calls you'll be handling, it's crucial to show that you can remain calm under pressure. Think of specific instances where you've dealt with stressful situations, especially in a call centre environment. Sharing these stories will illustrate your ability to support your team through challenging times.
✨Be Ready for Practical Questions
Expect questions that assess your problem-solving skills and decision-making abilities. You might be asked how you'd handle a specific scenario involving a distressed caller or a team conflict. Practising your responses to these types of questions will help you feel more prepared and confident during the interview.
