Operations Manager

Churchill Estates Management; Ringwood; On-site; GBP 42,000 - 65,000; Full time

Benefits offered by this job

25 days annual leave

Birthday day off

Private medical insurance

Life assurance (2x salary)

Health screening

John Lewis vouchers

Employee Assistance programme

Rewards for referrals

CPD opportunities

Job summary

Careline Support Ltd in Ringwood, Hampshire, is recruiting an Operations Manager to lead our busy call centre. You will oversee operations, alarm receiving, and real-time management, ensuring high quality calls, robust reporting, and effective complaint handling.

The role demands a proven manager with experience in call centre operations, strong English communication, and the ability to plan resources, coach teams, and drive improvements in a growing, customer-focused environment.

Qualifications

• Extensive experience managing call centre operations.
• Ability to lead, motivate and coach teams.
• Excellent English communication, written and spoken.

Responsibilities

• Lead overall operational and alarm receiving functions.
• Manage Operators, Supervisors and Real-time Managers.
• Ensure call quality, reporting, complaints handling and data admin.
• Forecasting, KPI monitoring and resource planning.
• Liaise with stakeholders and drive process improvements.

Job description

Job title: Operations Manager - Call Centre

Location: Office based at Careline Support Ltd, in Ringwood

Careline Support Ltd are now recruiting for an Operations Manager to lead our call centre team in Ringwood, Hampshire.

You will be a seasoned Manager, able to encapsulate our vision for growth and take us forward.

Our busy team have already 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 Operations Manager 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 for this role 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 strategy
• Analysis and reporting on key deliverables
• Driving operational team standards, motivating and coaching for high performance
• Resource planning, overtime management and shift optimisation
• HR responsibilities such as performance and absence management, recruitment and training
• Complaints escalation; conducting operational client review meetings where necessary
• Liaison with key stakeholders at all levels including customers, internal colleagues, suppliers and Executive Board
• Insight into external marketing influences, competitors and opportunities, continually ensure the website is fit for purpose and support with new business development

About you

Most importantly, your CV will demonstrate that you are a highly accomplished Manager with in-depth experience of call centre operations.

It would be advantageous if your background includes experience of a Careline or Telecare function but this is not essential.

In addition, you will be able to:

• Provide clear direction, inspire, motivate and coordinate teams
• Develop people through delegation, empowerment and coaching
• Quickly understand complex issues, use rational judgment with a methodical approach, being solutions oriented
• Collaborative and communicative in style with an excellent standard of written and spoken English
• Sound financial awareness and numerical ability
• Demonstrate excellent time management, prioritization and ability to multi-task
• Self-motivated, driven and resilient to meet and exceed targets and objectives
• Robust nature, able to work under pressure
• Flexible and creative, able to adapt quickly within a growing and changing marketplace with great commercial acumen
• Role-model and ambassador for Careline Support

Your rewards

• 25 days annual leave, plus Bank holidays
• Extra day off on your Birthday
• BUPA private medical insurance for yourself and partner
• Life assurance (2x salary)
• 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 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.