Call Center Team Lead

Churchill Estates Management; New Forest; On-site; GBP 25,000 - 40,000; Full time

Job summary

An established industry player is seeking a Call Centre Team Lead to join their dynamic team in Ringwood. This role offers an exciting opportunity to lead and develop a dedicated group of operators providing essential support services to retired homeowners across the UK. With a focus on performance management, coaching, and operational excellence, the ideal candidate will thrive in a fast-paced environment and demonstrate resilience under pressure. Join a company recognized for outstanding customer service and be part of a mission that truly makes a difference in people's lives. If you are ready to take the next step in your career, apply now!

Benefits

227 hours annual leave

Extra day off on your Birthday

Life assurance

Health screening

John Lewis vouchers for expectant parents

Reward card

Employee Assistance programme

Rewards for colleague referrals

Opportunities for CPD and career progression

Qualifications

• Proven track record in managing call centre operations and staff.
• Experience in performance analysis and reporting.

Responsibilities

• Supervise and coach call centre staff to ensure effective operations.
• Manage recruitment, training, and performance reviews.

Skills

People Management

Emotional Resilience

Analytical Skills

Organizational Skills

Communication Skills

Education

Experience in Call Centre Environment

Knowledge of Telecare Industry

Tools

MS Office

Customer Database Systems

Job description

• LOCATION: Office based in Ringwood, Hampshire
  
• SHIFTS: Rolling night shifts - 4 on/4 off (20:00 - 07:30)
  
• PACKAGE: Competitive salary + 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

• 227 hours annual leave
• Extra day off on your Birthday
• Life assurance
• Health screening
• John Lewis vouchers for expectant parents
• Reward card
• Employee Assistance programme
• Rewards for colleague, client and land referrals
• 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!

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