At a Glance
- Tasks: Lead and inspire a dynamic call centre team to deliver exceptional service.
- Company: Join Careline Support Ltd, part of the Churchill Retirement group, dedicated to supporting retired homeowners.
- Benefits: Enjoy a competitive salary, company car, generous leave, and private medical insurance.
- Other info: Be part of an exciting journey with excellent career progression opportunities.
- Why this job: Make a real impact in a growing company that values your leadership and vision.
- Qualifications: Proven experience in call centre management and a passion for team development.
The predicted salary is between 40000 - 50000 £ per year.
Location: Office based at Careline Support Ltd, in Ringwood.
Careline Support Ltd are now recruiting for an Operations Manager to lead our call centre team in Ringwood, Hampshire. Reporting to the Commercial Director, you will be a seasoned 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 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 for this role 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 Manager with in-depth experience of call centre operations. It would be advantageous if your background includes experience of a Careline or Telecare function but this is not essential. 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 car allowance
- 25 days annual leave, plus Bank holidays
- Extra day off on your Birthday
- BUPA private medical insurance for yourself and partner
- Life assurance (2x 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 employer: Churchill Retirement
Careline Support Ltd is an exceptional employer located in Ringwood, Hampshire, offering a dynamic work environment where your leadership can truly make a difference. With a strong focus on employee growth and development, we provide competitive salaries, generous annual leave, and comprehensive benefits including private medical insurance and a group pension scheme. Join our dedicated team and be part of a company that values collaboration, innovation, and the well-being of both its employees and the retired homeowners we serve.
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Churchill Retirement. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Churchill Retirement before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Call Centre Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Churchill Retirement:Your cover letter is your chance to shine! Tell us why you want to work at Churchill Retirement specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Churchill Retirement!
How to prepare for a job interview at Churchill Retirement
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
