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- Tasks: Support the night team with call monitoring, auditing, and customer support.
- Company: Careline Support Ltd provides vital telephone support to over 11,000 retired homeowners across the UK.
- Benefits: Enjoy 22 annual shifts off, birthday leave, free parking, and health screenings every three years.
- Why this job: Make a positive impact daily while working in a supportive, award-winning team environment.
- Qualifications: Experience in customer service, strong problem-solving skills, and a caring telephone manner are essential.
- Other info: Flexible shifts with opportunities for on-call duties and additional hours.
The predicted salary is between 19500 - 28000 £ per year.
Location: Office based in Ringwood, Hampshire
Hours: Nights - average of 30.6 hours per week, worked as ‘4 shifts on / 4 shifts off’ to include rostered weekends and Bank Holidays
Shifts: 2 x 8pm-6:30am, 2 x 10:30pm-6:30am (inclusive of 30 min unpaid break)
Salary: Starting from £24,500 per annum, depending on experience, to be discussed at interview
Due to a successful internal promotion, Careline Support Ltd have an exciting opportunity for a Senior Night Careline Operator / Senior Call Centre Advisor to join the team.
About the role
Our Senior Night Operator / Senior Call Centre Advisor will support the Monitoring Services Management team in coaching and performance related activities for the Careline Support service, at our call centre in Ringwood, in support of the night team. The Senior Night Operator / Senior Call Centre Advisor will take on a varied role including live call monitoring, call auditing, reporting, rostering, administration duties and supporting the training and induction of new team members. The successful candidate will support the management team in taking a share of ‘on call’ duties and remain flexible to cover additional hours or shifts as required. In addition to the enhanced responsibilities, you will work as part of the team, providing telephone-based customer support to our retired homeowners who live right across the UK.
Operational duties include:
- Taking incoming calls and responding to a variety of situations including medical emergencies, fire panel alarms, security entry calls or speaking to people keen to hear a friendly voice.
- Logging each call in our CRM system, ensuring information is accurately recorded.
- Providing a friendly, responsive, and attentive approach on every call.
About you
As the Senior Night Operator / Senior Call Centre Advisor, you will:
- Demonstrate previous experience in a telephone-based or fast-paced customer service environment.
- Be able to support and supervise a small team, with the ability to role-model exemplary behaviours such as self-motivation, reliability, resilience, and flexibility.
- Be capable and confident to handle crisis situations, promoting calm behaviours and good judgment skills whilst working under pressure.
- Deliver exceptional problem-solving skills relating to people and operational needs.
- Embrace new IT systems and technical knowledge with ease and be familiar with customer databases.
- Demonstrate a high standard of written and spoken English.
As a customer service professional, you will understand the importance of excellent customer skills and a friendly, caring telephone manner.
Your rewards
- Fantastic Colleague Benefits including: Annual holiday of 22 shifts per annum
- An extra day off on your Birthday if you are rostered to work
- Supportive and friendly team
- ‘On the job’ training from your initial induction and throughout your time with Careline
- Bright, contemporary offices based in Ringwood
- Free on-site parking
- Incentives for colleague, client and land referrals
- John Lewis vouchers for expectant Mums and Dads
- Health screening every 3 years
- Life assurance 1 x salary
- Rewarding work; you’ll be making a positive difference every day
Company Values - TORCH – Trust – Openness – Respect – Communication – Honesty
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!
Senior Night Call Centre Advisor employer: Careline Support Ltd
Contact Detail:
Careline Support Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Night Call Centre Advisor
✨Tip Number 1
Familiarise yourself with the specific responsibilities of a Senior Night Call Centre Advisor. Understanding the nuances of live call monitoring and crisis management will help you demonstrate your readiness for the role during any discussions.
✨Tip Number 2
Highlight your experience in customer service environments, especially those that require quick thinking and problem-solving. Be prepared to share examples of how you've handled challenging situations effectively.
✨Tip Number 3
Showcase your ability to work as part of a team and support others. Think of instances where you've coached or mentored colleagues, as this aligns well with the supervisory aspects of the role.
✨Tip Number 4
Research Careline Support Ltd and their values, particularly their commitment to customer service. Being able to articulate how your personal values align with theirs can set you apart from other candidates.
We think you need these skills to ace Senior Night Call Centre Advisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in telephone-based customer service and any supervisory roles you've held. Use specific examples that demonstrate your ability to handle crisis situations and provide exceptional customer support.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention how your skills align with the responsibilities of the Senior Night Call Centre Advisor position, particularly your experience in coaching and performance management.
Showcase Your Communication Skills: Since the role requires a high standard of written and spoken English, ensure your application is free from grammatical errors. Use clear and concise language to convey your points effectively.
Highlight Relevant IT Skills: Mention any familiarity you have with CRM systems or customer databases in your application. This will show that you can easily embrace new IT systems and contribute to the operational needs of the team.
How to prepare for a job interview at Careline Support Ltd
✨Showcase Your Customer Service Experience
Make sure to highlight your previous experience in a telephone-based or fast-paced customer service environment. Be ready to share specific examples of how you've handled challenging situations and provided exceptional support.
✨Demonstrate Leadership Skills
As a Senior Night Call Centre Advisor, you'll be expected to support and supervise a small team. Prepare to discuss your leadership style and provide examples of how you've motivated and guided others in past roles.
✨Prepare for Crisis Situations
Given the nature of the role, it's crucial to demonstrate your ability to handle crisis situations calmly and effectively. Think of scenarios where you've had to make quick decisions under pressure and be ready to discuss them.
✨Familiarise Yourself with IT Systems
Since the role involves using CRM systems and other technical tools, brush up on your IT skills. Be prepared to discuss any relevant software you've used and express your willingness to learn new systems quickly.
