Job title:
Operations Manager / Call Centre Manager (Careline Support Ltd)
Location:
Office based at Careline Support Ltd, in Ringwood
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 Commercial Director, you will be a seasoned Manager, able to encapsulate our vision for growth and take us forward.
Our busy team has 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 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
* Drive continual organisational change, leadership, and improvement to exceed customer expectations
* Manage and monitor operational KPIs, performance, forecasting, and inform business strategy
* Analyze and report on key deliverables
* Motivate and coach the operational team to high performance standards
* Plan resources, manage overtime, and optimize shifts
* Handle HR responsibilities including performance management, absence management, recruitment, and training
* Escalate complaints and conduct operational client review meetings as necessary
* Liaise with key stakeholders at all levels, including customers, internal colleagues, suppliers, and the Executive Board
* Monitor external marketing influences, competitors, and opportunities; ensure website is fit for purpose; support new business development
* Manage budget responsibilities
About You
Your CV should demonstrate that you are a highly accomplished Manager with extensive experience in call centre operations. Experience in a Careline or Telecare setting is advantageous but not essential.
Additional Skills and Attributes
* Provide clear direction, inspire, motivate, and coordinate teams
* Develop people through delegation, empowerment, and coaching
* Understand complex issues quickly and use rational judgment to find solutions
* Excellent communication skills in English, both written and spoken
* Financial awareness and numerical ability
* Excellent time management, prioritization, and multi-tasking skills
* Self-motivated, driven, resilient to meet targets
* Work effectively under pressure
* Flexible, creative, with strong commercial acumen
* Serve as a role model and ambassador for Careline Support
Your Rewards
* Competitive salary
* Company car or car allowance
* 25 days annual leave plus Bank holidays
* Extra day off on your Birthday
* BUPA private medical insurance for you and partner
* Life assurance (2x salary)
* Health screening
* Eye care vouchers
* John Lewis vouchers for expectant parents
* Reward card
* Employee Assistance Programme
* Referral rewards for colleagues, clients, and land
* Group pension scheme
* Opportunities for CPD and career progression within the group
About Us
As part of the Churchill Retirement 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 and enjoy retirement. We are committed to first-class service at all touchpoints. Our call handling team ensures that no one is left alone in an emergency.
We are seeking the best candidate to join us and lead our team into an exciting future. If you believe you have the skills and attributes to make a difference, apply today!
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