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- Tasks: Lead and support a dynamic call centre team, ensuring top-notch service delivery.
- Company: Join Careline Support Ltd, a rapidly growing company dedicated to helping retired homeowners.
- Benefits: Enjoy 227 hours of annual leave, health screening, and rewards for referrals.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in call centre management and strong emotional resilience required.
- Other info: Flexible night shifts allow for a balanced lifestyle with extended breaks.
The predicted salary is between 30000 - 42000 £ per year.
LOCATION: Office based in Ringwood, Hampshire
SHIFTS: Rolling night shifts - 4 on/4 off (20:00 - 07:30)
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
As Careline Team Lead your main responsibilities will include:
- 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.
Our 4-on, 4-off rotating shift pattern is designed to fit seamlessly around busy, active lifestyles. With this schedule, you’ll work just 184 days a year (that’s essentially half the year off!) This structure offers you extended breaks without needing to dip heavily into your annual leave. In fact, by using just 4 days of holiday, you can enjoy a full 12‑day stretch off. Plan strategically, and you could take up to five extended breaks like this each year, giving you more time for travel, relaxation, and everything in between. 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.
How you’ll be rewarded
- 227 hours annual leave
- Extra day off on your Birthday
- Life assurance
- Health screening
- John Lewis vouchers for expectant parents
- Reward card
- Employee Assistance programme
- Rewards for colleague, client and land referrals
- 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!
Call Center Team Lead in Ringwood employer: Churchill Estates Management
Contact Detail:
Churchill Estates Management Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Center Team Lead in Ringwood
✨Tip Number 1
Network like a pro! Reach out to your connections in the call centre industry, especially those who work at Careline Support Ltd. A friendly chat can sometimes lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for the interview by practising common questions related to team leadership and call centre operations. We recommend role-playing with a friend to get comfortable with your responses and showcase your experience effectively.
✨Tip Number 3
Showcase your emotional resilience during interviews. Share examples of how you've handled stressful situations in the past, especially in a call centre environment. This will demonstrate that you can lead a team under pressure.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining our amazing team at Careline Support Ltd.
We think you need these skills to ace Call Center Team Lead in Ringwood
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in managing teams and handling call centre operations. Use keywords from the job description to show that you’re a perfect fit for the Call Centre Team Lead role.
Showcase Your Skills: Don’t forget to mention your IT literacy and familiarity with MS Office and call centre systems. We want to see how you can bring your analytical skills to the table, so include any relevant examples!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for customer service and how your previous experiences have prepared you for this role. Make it personal and engaging to grab our attention.
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 about the process!
How to prepare for a job interview at Churchill Estates Management
✨Know the Company Inside Out
Before your interview, take some time to research Careline Support Ltd. Understand their mission, values, and recent achievements, like winning the Outstanding Customer Service Award. This will not only show your genuine interest but also help you tailor your answers to align with their goals.
✨Demonstrate Leadership Skills
As a Call Centre Team Lead, you'll need to showcase your ability to manage and motivate a team. Prepare examples from your past experiences where you've successfully coached or supported team members, handled performance management, or resolved conflicts. Be ready to discuss how you can bring that experience to Careline.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and emotional resilience. Think of scenarios where you've had to handle distressing calls or manage a crisis. Practise articulating how you remained calm under pressure and what steps you took to support your team during challenging situations.
✨Showcase Your IT Proficiency
Since the role requires being IT literate, brush up on your knowledge of MS Office and any call centre systems you've used. Be prepared to discuss how you've utilised technology to improve team performance or streamline processes in your previous roles. This will demonstrate your readiness to adapt to Careline's systems.
