Call Centre Manager

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.

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 / Call Centre 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 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 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
• Budget 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 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

• 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. If you feel you have the skills and attributes to make a difference and lead our team, apply today!

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