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- Tasks: Lead and support a dynamic call centre team during night shifts.
- Company: Join Careline Support Ltd, a growing company dedicated to helping retired homeowners across the UK.
- Benefits: Enjoy competitive pay, generous leave, health perks, and career progression opportunities.
- Why this job: Make a real impact while working in a supportive and award-winning environment.
- Qualifications: Experience in call centres or telecare, strong leadership skills, and IT literacy required.
- Other info: Flexible night shifts with a focus on teamwork and emotional resilience.
The predicted salary is between 24000 - 32000 £ per year.
LOCATION: Office based in Ringwood, Hampshire
SHIFTS: Rolling night shifts - 4 on/4 off (20:00 - 07:30)
PACKAGE: £28,000 per annum + hourly rate uplift for night shift, 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 Team Lead 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
As Careline Team Lead your main responsibilities will include:
- Supervising, supporting and coaching operational call centre staff to carry out their duties effectively.
- Recruitment, training, induction, reviews, appraisals and performance management of the call centre 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 call centre operator looking for that next step, or an existing call centre Team Leader / Supervisor looking for that next step, with excellent opportunities for development and progression in an expanding Company.
About You
Our new Careline Team Lead will be in an existing 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.
How You'll Be Rewarded
- Competitive salary
- 227 hours annual leave
- Extra day off on your Birthday
- 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 Living 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!
Careline Team Lead employer: PPT Salon
Contact Detail:
PPT Salon Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Careline Team Lead
✨Tip Number 1
Familiarise yourself with the telecare industry and Careline's specific services. Understanding the nuances of the role and the challenges faced by the team will help you demonstrate your knowledge during any discussions.
✨Tip Number 2
Highlight your leadership experience in previous roles, especially in call centre environments. Be ready to share specific examples of how you've successfully managed teams and improved performance metrics.
✨Tip Number 3
Prepare to discuss your approach to emotional resilience and crisis management. Given the nature of the calls, showcasing your ability to remain calm under pressure will be crucial in interviews.
✨Tip Number 4
Demonstrate your IT skills, particularly with MS Office and any relevant call centre systems. Being able to talk about your proficiency with these tools will show that you're ready to hit the ground running.
We think you need these skills to ace Careline Team Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in call centre management, team leadership, and any specific knowledge of the telecare industry. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and the company. Mention your experience in managing teams, handling distressing calls, and your ability to perform under pressure. Be sure to explain why you want to work at Careline Support Ltd specifically.
Highlight Key Skills: In your application, emphasise your IT literacy, particularly with MS Office and any call centre systems you've used. Also, mention your analytical skills and experience with KPI monitoring, as these are crucial for the Careline Team Lead position.
Showcase Emotional Resilience: Given the nature of the role, it's important to convey your emotional resilience. Provide examples of how you've supported teams in high-pressure situations or dealt with challenging calls in the past.
How to prepare for a job interview at PPT Salon
✨Show Your Leadership Skills
As a Careline Team Lead, you'll be supervising and coaching staff. Be prepared to discuss your previous leadership experiences and how you've successfully managed teams in the past. Highlight specific examples where you improved team performance or resolved conflicts.
✨Demonstrate Emotional Resilience
Given the nature of the role, it's crucial to show that you can handle distressing calls while supporting your team. Share instances where you've remained calm under pressure and how you helped others do the same. This will showcase your ability to lead in challenging situations.
✨Familiarise Yourself with KPIs
Understanding Key Performance Indicators is essential for this role. Research common KPIs in call centres and be ready to discuss how you've monitored and reported on them in your previous positions. This shows that you're results-driven and understand the metrics that matter.
✨Be Ready to Discuss IT Proficiency
Since the role requires IT literacy, especially with MS Office and call centre systems, prepare to talk about your experience with these tools. You might even want to mention any specific software you've used and how it has helped you in your previous roles.
