Call Center Team Lead
Churchill Estates Management
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Benefits offered by this job
Job summary
Qualifications
- Proven track record in managing people and resources.
- Experience in a call center or telecare environment preferred.
- Ability to perform under pressure and remain calm.
Responsibilities
- Supervise and coach call center staff.
- Manage duty rota and workforce planning.
- Monitor performance against KPIs.
Skills
Tools
Job description
- JOB TITLE: Call Centre Team Leader - Night Shift
- LOCATION: Office based in Ringwood, Hampshire
- SHIFTS: Rolling night shifts - 4 on/4 off (20:00 - 07:30)
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.
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.
Our 4-on, 4-off rotating shift pattern is designed to fit seamlessly around busy, active lifestyles. With this schedule, you’ll work just 184 days a year (that’s essentially half the year off!)
This structure offers you extended breaks without needing to dip heavily into your annual leave. In fact, by using just 4 days of holiday, you can enjoy a full 12‑day stretch off. Plan strategically, and you could take up to five extended breaks like this each year, giving you more time for travel, relaxation, and everything in between.
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.
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.
- 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
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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Mid‑Senior level
Full‑time
Management and Customer Service
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