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- Tasks: Lead and inspire a dynamic call centre team to deliver exceptional service.
- Company: Join Careline Support Ltd, part of the Churchill Retirement group.
- Benefits: Competitive salary, company car, 25 days leave, and private medical insurance.
- Why this job: Make a real difference in people's lives while advancing your career.
- Qualifications: Proven experience in call centre management and strong leadership skills.
- Other info: Exciting opportunities for career progression and personal development.
The predicted salary is between 36000 - 60000 £ per year.
Location: Office based at Careline Support Ltd, in Ringwood
Hours: 37 per week, Monday to Friday (with occasional weekends, evenings and nights when required)
Package: Competitive salary, company car or cash for car incentive, plus excellent Colleague benefits
Due to a successful promotion internally, Careline Support Ltd are now recruiting for an Operations Manager / Call Centre Manager to lead our call centre team in Ringwood, Hampshire. Reporting to the Head of Commercial, you will be a seasoned Operations Manager / Call Centre Manager, able to encapsulate our vision for growth and take us forward. Our busy team have already 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
As Operations Manager / Call Centre Manager you will have overall accountability for operational and alarm receiving functions, Operators, Supervisors and Real-time Managers. Your remit will encompass the operational efficiency of the call centre, resource levels, management of colleagues and compliance, ensuring that the call centre meets high quality call standards, reporting, complaints handling and database administration.
Key responsibilities of the Operations Manager / Call Centre Manager will include:
- Continual organisational change, leadership and improvement to exceed customer expectations
- Effective management and monitoring of operational KPIs and performance, forecasting and informing business strategy
- Analysis and reporting on key deliverables
- Driving operational team standards, motivating and coaching for high performance
- Resource planning, overtime management and shift optimisation
- HR responsibilities such as performance and absence management, recruitment and training
- Complaints escalation; conducting operational client review meetings where necessary
- Liaison with key stakeholders at all levels including customers, internal colleagues, suppliers and Executive Board
- Insight into external marketing influences, competitors and opportunities, continually ensure the website is fit for purpose and support with new business development
- Budget holder
About you
Most importantly, your CV will demonstrate that you are a highly accomplished Call Centre Manager with in-depth experience of call centre operations. It would be advantageous if your background includes experience of a Careline or Telecare function.
In addition, you will be able to:
- Provide clear direction, inspire, motivate and coordinate teams
- Develop people through delegation, empowerment and coaching
- Quickly understand complex issues, use rational judgment with a methodical approach, being solutions oriented
- Collaborative and communicative in style with an excellent standard of written and spoken English
- Sound financial awareness and numerical ability
- Demonstrate excellent time management, prioritization and ability to multi-task
- Self-motivated, driven and resilient to meet and exceed targets and objectives
- Robust nature, able to work under pressure
- Flexible and creative, able to adapt quickly within a growing and changing marketplace with great commercial acumen
- Role-model and ambassador for Careline Support
Your rewards
- Competitive salary
- Company car or ‘cash for car’ incentive
- 25 days annual leave, plus Bank holidays
- Extra day off on your Birthday
- BUPA private medical insurance for yourself and partner
- Life assurance (twice salary)
- 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. 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 and lead our team, apply today!
Call Centre Manager in Ringwood employer: Churchill Estates Management Ltd
Contact Detail:
Churchill Estates Management Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre Manager in Ringwood
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend local events, and don’t be shy about letting people know you’re on the hunt for a Call Centre Manager role. You never know who might have the inside scoop on an opportunity!
✨Tip Number 2
Prepare for those interviews by researching the company inside out. Understand their values, mission, and recent developments. This will not only help you answer questions but also show that you’re genuinely interested in being part of Careline Support Ltd.
✨Tip Number 3
Practice makes perfect! Get a friend or family member to do mock interviews with you. Focus on articulating your experience in managing call centre operations and how you can drive performance and exceed customer expectations.
✨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 team at Careline Support Ltd. So, what are you waiting for? Get that application in!
We think you need these skills to ace Call Centre Manager in Ringwood
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Call Centre Manager role. Highlight your achievements in managing teams, improving operational efficiency, and any relevant experience in Careline or Telecare functions.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're the perfect fit for our team. Share specific examples of how you've led teams to success and how you can contribute to our vision for growth at Careline Support Ltd.
Showcase Your Leadership Style: In your application, give us a glimpse of your leadership style. We want to know how you inspire and motivate your team, manage performance, and handle challenges. Be authentic and let your personality shine through!
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. Plus, it’s super easy!
How to prepare for a job interview at Churchill Estates Management Ltd
✨Know the Company Inside Out
Before your interview, make sure you research Careline Support Ltd thoroughly. Understand their mission, values, and the services they provide. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Leadership Skills
As a Call Centre Manager, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples from your past experiences where you've successfully managed teams, improved performance, or handled difficult situations. Be ready to discuss your leadership style and how it aligns with the company's vision.
✨Prepare for Operational Questions
Expect questions related to operational efficiency, KPI management, and resource planning. Brush up on your knowledge of call centre metrics and be prepared to discuss how you've used data to drive improvements in previous roles. This will highlight your analytical skills and operational expertise.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready to ask. Inquire about the company's future plans, challenges they face in the industry, or how they measure success in the call centre. This shows that you're not just interested in the job, but also in contributing to the company's growth.
