At a Glance
- Tasks: Lead and inspire our call centre team to deliver exceptional service.
- Company: Join Careline Support Ltd, part of the Churchill Retirement group.
- Benefits: Competitive salary, company car, 25 days leave, and private medical insurance.
- Other info: Exciting career progression opportunities in a supportive environment.
- Why this job: Make a real difference in the lives of retired homeowners across the UK.
- Qualifications: Proven experience in call centre management and strong leadership skills.
The predicted salary is between 40000 - 50000 £ per year.
Location: Office based at Careline Support Ltd, in Ringwood, Hampshire.
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!
Operations Manager employer: Churchill Retirement
Churchill Estates Management is an exceptional employer, offering a rewarding part-time Lodge Manager role at Lord Rosebury Lodge in Epsom, Surrey. With a strong focus on employee well-being, we provide excellent benefits including generous holiday entitlement, professional development opportunities, and a supportive work culture that values trust, openness, and communication. Join our dedicated team and make a meaningful impact in the lives of our Home Owners while enjoying a fulfilling work environment.
