Day Team Leader

Careline Support Ltd; Southampton; Sur place; GBP 32 000 - 42 000; Plein temps

Avantages offerts par ce poste

227 hours annual leave

Extra day off on your Birthday

Life assurance

Health screening

Eye care vouchers

John Lewis vouchers for expectant

Reward card

Employee Assistance programme

Rewards for colleague referrals

Rewards for client referrals

Group pension scheme

Résumé du poste

Careline Support Ltd offers a demanding leadership role in a busy UK call centre, driving a supportive team culture and ensuring top performance. You will lead, coach and develop staff, manage rosters, monitor KPIs and act on insights to improve service levels across the 24/7 operation.

The role requires resilience, excellent English communication and a proactive approach to people development with clear progression opportunities within the group.

Qualifications

• Experience leading call centre teams and developing people.
• Strong scheduling, resource planning and KPI monitoring skills.
• Proven ability to coach, review performance and drive improvements.

Responsabilités

• Supervise, support and coach call centre staff to perform duties effectively.
• Recruitment, training, inductions, reviews and performance management.
• Manage duty rota and workforce planning to ensure adequate coverage.
• Monitor KPI performance, carry out audits and provide feedback.
• Provide reporting on KPI, performance and integration of new business.
• Ensure policies and procedures are updated and applied.
• Be ready to cover Careline Operator duties when needed.

Connaissances

People leadership

Coaching

Performance management

Description du poste

Are you looking to join a growing, progressive organisation where you can make a real difference? This is a fantastic opportunity for someone who is passionate about people, committed to delivering outstanding customer service, and ready to take the next step in their leadership career within a growing organisation. If you are an enthusiastic, supportive and driven leader who enjoys developing people and creating a positive team environment, we would love to hear from you. 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.

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.

• 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