Job Title: Careline Team Lead - Nights
* Location: Office based in Ringwood, Hampshire
* Shifts: Rolling night shifts - 4 on/4 off (20:00 - 07:30)
* Package: £28,000 per annum + hourly rate uplift for night shift, plus excellent colleague benefits
Careline Support Ltd in Ringwood is experiencing exciting growth. We are recruiting for a Call Centre Team Lead to join our team in Ringwood, Hampshire.
Since launching in January 2020, our team has grown rapidly. Our Careline Operators provide a dedicated telephone service for emergencies and non-emergencies across the UK, supporting retired homeowners.
About the role
As Careline Team Lead, your main responsibilities will include:
* Supervising, supporting, and coaching call centre staff.
* Recruitment, training, induction, reviews, and performance management.
* Managing the duty rota and workforce planning.
* Monitoring performance against KPIs, conducting call audits, and providing feedback.
* Reporting on team performance and integrating new business.
* Ensuring policies and procedures are current and followed.
* Addressing operational, service, and system issues.
* Supporting the delivery of the service by carrying out Operator duties when required.
This role is ideal for a senior call centre operator seeking career progression or an existing Team Leader/Supervisor looking for new opportunities with growth potential.
About you
The successful candidate will have experience in a Call Centre, Control Room, Careline, or Telecare environment. Knowledge of Careline or telecare industry standards, including TSA audits, is desirable.
You should have a proven track record in managing people, organizing resources, and using systems technology. Emotional resilience, calmness under pressure, and a flexible attitude are essential, especially given the 24/7 nature of the service.
IT literacy, experience with MS Office (including SharePoint/OneDrive), and excellent communication skills are required. A full driving license and vehicle are also essential.
How you'll be rewarded
* Competitive salary
* 227 hours annual leave
* Extra day off on your birthday
* 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 Churchill Living, Careline Support Ltd provides support to over 11,000 retired homeowners in the UK, helping them live safely and securely. In 2023, we won the ARMA Outstanding Customer Service Award, reflecting our commitment to excellent service.
We are dedicated to providing first-class service and ensuring no one is left alone in an emergency. Join us and be part of our exciting future. If you have the skills and attributes to make a difference, apply today!
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