At a Glance
- Tasks: Supervise and support a dynamic team of Careline Operators in a fast-paced environment.
- Company: Join Careline Support Ltd, a growing company dedicated to helping retired homeowners across the UK.
- Benefits: Enjoy competitive salary, 24 days leave, private medical insurance, and more perks.
- Other info: Exciting opportunities for development and progression in a thriving company.
- Why this job: Make a real difference in people's lives while advancing your career in a supportive team.
- Qualifications: Experience in call centre supervision and strong leadership skills are essential.
The predicted salary is between 30000 - 40000 £ per year.
LOCATION: Office based in Ringwood, Hampshire
HOURS: 37 per week, Monday to Friday. Overtime may be requested occasionally.
PACKAGE: Competitive salary, 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 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
Reporting to the Operations Manager, the post-holder will be one of two Supervisors providing support to a growing team of Careline Operators. As Call Centre Supervisor your main responsibilities will include:
- 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 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 Supervisor will be an experienced Call Centre Supervisor / Call Centre Team Leader within a similar setting, 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.
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.
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!
We understand the importance of protecting your personal data when you submit a job application. For more information on how we process your personal data please read our Privacy Policy.
Call Centre Supervisor employer: Churchill Retirement
Careline Support Ltd, based in Ringwood, Hampshire, is an exceptional employer that prioritises the well-being and development of its employees. With a competitive salary and a comprehensive benefits package including private medical insurance and opportunities for career progression, we foster a supportive work culture where every team member can thrive. Join us in making a meaningful impact on the lives of retired homeowners across the UK while enjoying a rewarding and fulfilling career.
StudySmarter Expert Advice🤫
We think this is how you could land Call Centre Supervisor
✨Tip Number 1
Network like a pro! Reach out to your connections in the 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 call centre supervision. Think about how you’d handle specific scenarios, like managing a crisis or coaching a team member. We want you to shine!
✨Tip Number 3
Show off your skills! Bring examples of your past achievements in managing teams and improving performance. Use data and stats to back up your claims – it’ll make you stand out as a candidate who knows their stuff.
✨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 Supervisor
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Call Centre Supervisor role. Highlight your previous supervisory experience and any relevant achievements to show us why you're the perfect fit!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us about your passion for supporting teams and how your background in call centres makes you an ideal candidate. Keep it engaging and personal!
Showcase Your Skills:Don’t forget to mention your IT skills, especially with MS Office and any call centre systems you've used. We want to see how tech-savvy you are, so make sure to include specific examples of how you've used these tools effectively.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the easiest 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 Retirement
✨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 knowledge will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Showcase Your Leadership Skills
As a Call Centre Supervisor, you'll be expected to lead and support a team. Prepare examples from your past experiences where you've successfully managed a team, handled difficult situations, or improved performance. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Demonstrate Emotional Resilience
Given the nature of the role, it's crucial to convey your ability to remain calm under pressure. Think of specific instances where you've dealt with stressful situations effectively, especially in a call centre or similar environment. Highlight how you supported your team during challenging times.
✨Prepare for Practical Scenarios
Expect to face situational questions or role-play scenarios during the interview. Practice responding to potential challenges you might encounter as a supervisor, such as managing a conflict within your team or addressing performance issues. This will demonstrate your problem-solving skills and readiness for the role.
