Job title: Operations Manager / Call Centre Manager (Careline Support Ltd)Location: Office based at Careline Support Ltd, in RingwoodHours: 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 roleAs 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 strategyAnalysis and reporting on key deliverables Driving operational team standards, motivating and coaching for high performanceResource planning, overtime management and shift optimisationHR responsibilities such as performance and absence management, recruitment and training Complaints escalation; conducting operational client review meetings where necessaryLiaison with key stakeholders at all levels including customers, internal colleagues, suppliers and Executive BoardInsight into external marketing influences, competitors and opportunities, continually ensure the website is fit for purpose and support with new business developmentBudget holder?About youMost 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 teamsDevelop people through delegation, empowerment and coachingQuickly understand complex issues, use rational judgment with a methodical approach, being solutions orientedCollaborative and communicative in style with an excellent standard of written and spoken EnglishSound financial awareness and numerical abilityDemonstrate excellent time management, prioritization and ability to multi-taskSelf-motivated, driven and resilient to meet and exceed targets and objectivesRobust nature, able to work under pressureFlexible and creative, able to adapt quickly within a growing and changing marketplace with great commercial acumenRole-model and ambassador for Careline Support?Your rewardsCompetitive salaryCompany car or 'cash for car' incentive25 days annual leave, plus Bank holidaysExtra day off on your BirthdayBUPA private medical insurance for yourself and partnerLife assurance (twice salary)Health screeningEye care vouchersJohn Lewis vouchers for expectant parentsReward cardEmployee Assistance programmeRewards for colleague, client and land referralsGroup pension schemeOpportunities for CPD and career progression across the group?About usAs 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!? We understand the importance of protecting your personal data when you submit a job application.
For more information on how we process your personal data please read our Privacy Policy.
?