Call Centre Manager - Ringwood

Churchill Retirement Living; Southampton; In loco; GBP 42.000 - 56.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive salary

Company car or cash for car

25 days plus bank holidays

Birthday day off

Private medical insurance (BUPA)

Life assurance

Health screening

Eye care vouchers

Employee discount vouchers

Employee Assistance Programme

Pension scheme

Descrizione del lavoro

Careline Support Ltd. is seeking an experienced Operations Manager / Call Centre Manager to lead our Ringwood-based team. You will oversee operational calls, alarms services and reporting, while driving performance and coaching staff to exceed targets.

You’ll manage KPIs, forecast demand, handle complaints, and work with stakeholders to support growth, all within a supportive, professional environment.

Competenze

• Extensive experience in call centre management.
• Ability to lead multiple teams and optimise performance.
• Strong English communication and reporting skills.

Mansioni

• Oversee call centre operations and alarm receiving functions.
• Monitor KPIs, forecast needs and inform strategy.
• Lead, coach and develop teams to exceed targets.
• Manage resource planning, scheduling and overtime.
• Handle complaints and liaise with stakeholders.
• Ensure compliance, data quality and budget adherence.

Conoscenze

Leadership

Call centre ops

KPI monitoring

Forecasting

Budgeting

HR responsibilities

Stakeholder liaison

Descrizione del lavoro

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 of the Operations Manager / Call Centre Manager 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 strategyAnalysis and reporting on key deliverables Driving operational team standards, motivating and coaching for high performanceResource planning, overtime management and shift optimisationHR responsibilities such as performance and absence management, recruitment and training Complaints escalation; conducting operational client
review meetings where necessaryLiaison with key stakeholders at all levels including customers, internal colleagues, suppliers and Executive BoardInsight into external marketing influences, competitors and opportunities, continually ensure the website is fit for purpose and support with new business developmentBudget holder

About you

Most importantly, your CV will demonstrate that you are a highly accomplished Call Centre Manager with in-depth experience of call centre operations. It would be advantageous if your background includes experience of a Careline or Telecare function. In addition, you will be able to:Provide clear direction, inspire, motivate and coordinate teamsDevelop people through delegation, empowerment and coachingQuickly understand complex issues, use rational judgment with a methodical approach, being solutions orientedCollaborative and communicative in style with an excellent standard of written and spoken EnglishSound financial awareness and numerical
abilityDemonstrate excellent time management, prioritization and ability to multi-taskSelf-motivated, driven and resilient to meet and exceed targets and objectivesRobust nature, able to work under pressureFlexible and creative, able to adapt quickly within a growing and changing marketplace with great commercial acumenRole-model and ambassador for Careline Support

Your rewards

• Competitive salary
• Company car or 'cash for car' incentive
• 25 days annual leave, plus Bank holidays
• Extra day off on your Birthday
• BUPA private medical insurance for yourself and partner
• Life assurance (twice 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.

Job title: Operations Manager / Call Centre Manager (Careline Support Ltd)
Location: Office based at Careline Support Ltd, in Ringwood
Hours: 37 per week, Monday to Friday (with occasional weekends, evenings and nights when required)
Package: Competitive salary, company car or cash for car incentive, plus excellent Colleague benefits
Due to a successful promotion internally, Careline Support Ltd are now recruiting for an Operations Manager / Call Centre Manager to lead our call centre team in Ringwood, Hampshire. Reporting to the Head of Commercial, you will be a seasoned Operations Manager / Call Centre Manager, able to encapsulate our vision for growth and take us forward.