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- Tasks: Supervise and support a dedicated team providing 24/7 emergency call services.
- Company: Join Careline Support Ltd, part of the award-winning Churchill Retirement group.
- Benefits: Enjoy 24 days leave, private medical insurance, and birthday perks.
- Other info: Flexible hours with opportunities for career progression and personal development.
- Why this job: Make a real difference in people's lives while leading a passionate team.
- Qualifications: Experience in call centre supervision and strong emotional resilience required.
The predicted salary is between 30000 - 40000 £ per year.
LOCATION: Office based in Ringwood, Hampshire
HOURS: Average hours 37 per week. Overtime may be requested occasionally
SHIFTS: 5 out of 7 days, 7.5 shifts covering overnight and out of hours between the hours of 1800 – 0600. A flexible approach is required to have visibility across the team.
ON CALL: Emergency ‘on call’ likely to be 1 week in 6
It’s exciting times at Careline Support Ltd in Ringwood and due to our ongoing success, we are recruiting for a New Call Centre Night 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
- 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.
About you
Our new Call Centre Night Supervisor will be an experienced Call Centre Supervisor / Call Centre Team Leader within a similar setting working nights previously, 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 in a call centre and telecare type background. 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 Night Supervisor demonstrates a ‘can do’ and flexible attitude to support the team and hours of work. This will include spending time with the day 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
- 24 days annual leave, plus Bank holidays
- Extra day off on your Birthday
- BUPA private medical insurance
- 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 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.
Careline Call Centre Night Supervisor in Ringwood employer: Churchill Estates Management
Contact Detail:
Churchill Estates Management Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Careline Call Centre Night Supervisor in Ringwood
✨Tip Number 1
Network like a pro! Reach out to your connections in the care and call centre industry. You never know who might have a lead on a job or can put in a good word for you.
✨Tip Number 2
Prepare for the interview by practising common questions related to call centre management and emotional resilience. We recommend role-playing with a friend to get comfortable with your responses.
✨Tip Number 3
Showcase your leadership skills during interviews. Share specific examples of how you've coached teams or handled crises in previous roles. This will demonstrate your fit for the Call Centre Night Supervisor position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our Careline team.
We think you need these skills to ace Careline Call Centre Night Supervisor in Ringwood
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in call centre supervision and any relevant skills that match the job description. We want to see how your background aligns with our needs, so don’t hold back!
Showcase Your Leadership Skills: As a Night Supervisor, you'll be leading a team, so it's crucial to demonstrate your leadership abilities in your application. Share examples of how you've supported and coached teams in the past – we love to see that!
Be Clear and Concise: When writing your application, keep it clear and to the point. Use straightforward language and make sure to address all the key responsibilities mentioned in the job description. We appreciate clarity!
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. Don’t miss out!
How to prepare for a job interview at Churchill Estates Management
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Call Centre Night Supervisor. Familiarise yourself with the key tasks like supervising staff, managing rotas, and handling 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 by example. Prepare examples from your past experiences where you've successfully coached or supported a team. Highlight how you managed performance issues or provided constructive feedback, as this will resonate well with the interviewers.
✨Demonstrate Emotional Resilience
Given the nature of the role, it's crucial to convey your ability to handle distressing calls while remaining calm. Think of specific situations where you've dealt with high-pressure scenarios and how you maintained composure. This will illustrate your suitability for the role and your understanding of the emotional demands involved.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions during your interview. Prepare for questions about how you'd handle operational issues or support your team during a crisis. Practising these responses will help you articulate your thought process and decision-making skills effectively.