Team Leader

Churchill Estates Management; Ringwood; 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

John Lewis vouchers for expectant par­

Reward card

Employee Assistance programme

Rewards for colleague, client and land

CPD and career progression across the

Résumé du poste

Careline Support Ltd, part of the Churchill Living group, is seeking a Call Centre Team Leader – Day team in Ringwood, Hampshire. The role leads a busy careline operation, coaching operators, managing schedules and driving KPI performance.

You will develop people, ensure service levels, and support a 24/7 telecare environment with a strong emphasis on quality and compliance. This is a great step for a leader seeking progression within the group.

Qualifications

• Proven track record of managing people, organizing resources, roster management, analysis and reporting.
• Experience with careline/telecare environment desirable.
• IT literacy with MS Office and call centre databases.
• Ability to perform under pressure and remain calm in a crisis.
• Excellent written and spoken English and numeracy.

Responsabilités

• Supervise, support and coach call centre staff to perform duties.
• Recruitment, training, induction, reviews and performance management.
• Manage duty rota and workforce planning for proper staffing.
• Monitor KPI performance and conduct call audits.
• Provide KPI reporting and trend analysis.
• Ensure policies are updated and applied correctly.
• Cover duties of Careline Operator when needed.

Connaissances

People management

Coaching

Performance management

Roster management

Analytical skills

English language (written and spoken)

Outils

MS Office

Sharepoint/OneDrive

Call centre systems

Description du poste

• JOB TITLE: Call Centre Team Leader – Day team
• LOCATION: Office based in Ringwood, Hampshire
• SHIFTS: Day Team Leader shifts – 4 on/4 off (2 x early shifts 7:00am - 6:30pm and 2 x late shifts 10:30am – 10:00pm)

Join Our Growing Team

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.

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.

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.

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.

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.