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- Tasks: Lead and support a dynamic call centre team during night shifts.
- Company: Join Careline Support Ltd, a growing company dedicated to helping retired homeowners across the UK.
- Benefits: Enjoy a competitive salary, generous leave, health perks, and career progression opportunities.
- Why this job: Make a real impact while working in a supportive and award-winning environment.
- Qualifications: Experience in call centres or telecare, strong leadership skills, and IT literacy required.
- Other info: Flexible night shifts with a focus on teamwork and emotional resilience.
The predicted salary is between 28000 - 39200 £ per year.
LOCATION: Office based in Ringwood, Hampshire
SHIFTS: Rolling night shifts - 4 on/4 off (20:00 - 07:30)
PACKAGE: £28,000 per annum + hourly rate uplift for night shift, 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!
Careline Team Lead - Nights employer: Churchill Estates Management
Contact Detail:
Churchill Estates Management Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Careline Team Lead - Nights
✨Tip Number 1
Familiarise yourself with the telecare industry and Careline's specific services. Understanding their operations and the challenges they face will help you demonstrate your knowledge during any discussions or interviews.
✨Tip Number 2
Highlight your leadership experience in previous roles, especially in call centre environments. Be ready to share specific examples of how you've successfully managed teams and improved performance metrics.
✨Tip Number 3
Prepare to discuss your approach to emotional resilience and crisis management. Given the nature of the role, showcasing your ability to remain calm under pressure will be crucial.
✨Tip Number 4
Network with current or former employees of Careline Support Ltd if possible. They can provide insights into the company culture and expectations, which can be invaluable during your application process.
We think you need these skills to ace Careline Team Lead - Nights
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in call centre management, team leadership, and any specific knowledge of the telecare industry. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your leadership skills and emotional resilience. Mention specific examples of how you've successfully managed teams or handled challenging situations in previous roles.
Highlight Relevant Skills: Emphasise your IT literacy, particularly with MS Office and any call centre systems you have used. Also, mention your analytical skills and experience with KPI reporting, as these are crucial for the Careline Team Lead position.
Show Enthusiasm for the Role: In your application, express your excitement about the opportunity to work with Careline Support Ltd. Mention your commitment to providing excellent customer service and your desire to contribute to the team's success.
How to prepare for a job interview at Churchill Estates Management
✨Showcase Your Leadership Skills
As a Careline Team Lead, you'll be supervising and coaching staff. Be prepared to discuss your previous leadership experiences, how you've motivated teams, and any specific examples of how you've handled challenges in a call centre environment.
✨Demonstrate Emotional Resilience
The role requires handling distressing calls while supporting your team. Share examples of how you've maintained composure under pressure and helped others do the same. This will show your potential employer that you can thrive in a challenging environment.
✨Familiarise Yourself with KPIs
Understanding Key Performance Indicators is crucial for this role. Research common KPIs in call centres and be ready to discuss how you've monitored and improved performance in your previous positions. This shows your analytical skills and commitment to excellence.
✨Highlight Your IT Proficiency
Since the job requires being IT literate, especially with MS Office and customer database systems, be prepared to discuss your experience with these tools. Mention any specific software you've used and how it has helped you in your previous roles.
