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- Tasks: Supervise and support a dynamic team in a fast-paced call centre environment.
- Company: Join Careline Support Ltd, a leader in providing emergency support services.
- Benefits: Enjoy competitive salary, 24 days leave, private medical insurance, and more.
- Other info: Flexible hours with opportunities for career progression in a growing company.
- Why this job: Make a real difference by leading a team that supports retired homeowners in emergencies.
- Qualifications: Experience in call centre supervision and strong leadership skills 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
PACKAGE: Competitive salary, plus night enhancement.
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.
This is an amazing opportunity for a current Night Senior / Team Leader / Supervisor looking for that next step, with excellent opportunities for development and progression in an expanding Company.
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
- Competitive salary
- 24 days annual leave, plus Bank holidays
- Extra day off on your Birthday
- BUPA private medical insurance
- 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 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. 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!
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Call Centre Night Supervisor employer: Churchill Retirement
Contact Detail:
Churchill Retirement Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Call Centre Night Supervisor
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who might know someone at Careline Support. A friendly chat can sometimes lead to a referral, which is always a bonus!
✨Tip Number 2
Prepare for the interview by brushing up on your knowledge of the telecare industry and Careline's services. Show us you’re not just another candidate; demonstrate your passion for helping others and your understanding of the role.
✨Tip Number 3
Practice makes perfect! Get a friend to do a mock interview with you. Focus on common questions for supervisory roles and be ready to discuss how you handle stress and support your team during tough times.
✨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 genuinely interested in joining our amazing team at Careline.
We think you need these skills to ace Call Centre Night Supervisor
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in call centre supervision and any relevant skills. We want to see how your background aligns with the role of Call Centre Night Supervisor, so don’t hold back on showcasing your achievements!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for our team. Mention your experience with managing teams and handling high-pressure situations, as these are key for us.
Showcase Your Skills: We’re looking for someone who’s IT literate and has strong analytical skills. Make sure to include any specific software or systems you’ve worked with, especially if they relate to call centres or telecare.
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 at Careline Support Ltd!
How to prepare for a job interview at Churchill Retirement
✨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, your ability to lead and support a team is crucial. Prepare examples from your past experiences where you've successfully coached or managed a team, especially in high-pressure situations. Highlight how you maintained calm and provided guidance during challenging calls.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills and emotional resilience. Think of scenarios where you had to deal with distressing calls or operational issues. Practise articulating how you handled these situations and what the outcomes were, as this will showcase your suitability for the role.
✨Demonstrate Your IT Proficiency
Since the role requires IT literacy, be prepared to discuss your experience with MS Office and any call centre systems you've used. If possible, bring examples of reports or analyses you've created in the past. This will show that you're not only capable but also ready to hit the ground running.