Job Title: Careline Team Lead
Location: Office based in Ringwood, Hampshire
Shifts: Rolling day shifts - 4 on/4 off (two shifts: 07:00 - 18:30 and 10:30 - 22:00)
Package: Competitive salary, plus excellent colleague benefits
About the Role
As Careline Team Lead, your main responsibilities will include:
1. Supervising, supporting, and coaching operational call centre staff to carry out their duties effectively.
2. Recruitment, training, induction, reviews, appraisals, and performance management of the call centre team.
3. Managing the duty rota and workforce planning to ensure the call centre is staffed appropriately at all times.
4. Monitoring live and historical performance against Key Performance Indicators (KPIs), carrying out call audits, and providing timely feedback.
5. Providing statistical analysis and reporting of KPIs, team performance, resilience, and new business integration.
6. Ensuring policies and procedures are updated and correctly applied.
7. Taking investigative and remedial action on operational, service, and system issues.
8. Supporting the delivery of the service by carrying out duties of a Careline Operator when required.
About You
Our ideal candidate will have experience in a Call Centre, Control Room, Careline, or Telecare environment. Knowledge of the Careline or telecare industry, and familiarity with the TSA audit process, is desirable.
Your CV should demonstrate a proven track record in managing people, resource organization, roster management, analysis, reporting, and systems technology.
The role requires high emotional resilience to handle distressing calls and support a team doing the same. You should perform well under pressure, remain calm in crises, and act as a role model.
Flexibility is essential, including occasional night shifts and participation in the on-call rota. IT literacy, experience with MS Office, SharePoint/OneDrive, and customer database systems are required. A full driving license and vehicle are also essential.
Rewards
* Competitive salary
* 24 days annual leave plus Bank holidays
* Additional day off on your birthday
* BUPA private medical insurance
* Life assurance
* Health screening
* Eye care vouchers
* Vouchers for expectant parents
* Reward card
* Employee Assistance Programme
* Referral rewards
* Group pension scheme
* Opportunities for CPD and career progression
About Us
Part of the Churchill Living group, Careline Support Ltd provides a telephone support service to over 11,000 retired homeowners in the UK, helping them achieve a safe and secure lifestyle in retirement.
In 2023, we won the ARMA Outstanding Customer Service Award, reflecting our commitment to excellence.
We are dedicated to maintaining first-class service at all touchpoints, ensuring no one is left alone in an emergency.
If you believe you have the skills and attributes to make a difference, we invite you to apply today.
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