Call Centre Supervisor

Reporting to the Operations Manager, the post-holder will be one of two Supervisors providing support to a growing team of Careline Operators. As Call Centre Supervisor your main responsibilities will include:

• Supervising, supporting and coaching operational staff to carry out their duties effectively.
• Recruitment, training, induction, reviews, appraisals and performance management of the team.
• Managing the duty rota and workforce planning to ensure the call centre is staffed appropriately at all times.
• Monitoring live and historical performance against Key Performance Indicators (KPI's), carrying out call audits, providing feedback in a timely manner.
• Providing statistical analysis and reporting of KPI's, team performance, resilience and integration of new business.
• Ensuring policies and procedures are updated and applied correctly.
• Taking investigative and remedial action into operational, service and system issues.
• When required, the Call Centre Supervisor will carry out the duties of a Careline Operator to support delivery of the service.
  
  Our new Call Centre Supervisor will be an experienced Call Centre Supervisor / Call Centre Team Leader within a similar setting, for example, Call Centre, Control Room, Careline or Telecare environment. Knowledge of Careline or the telecare industry, coupled with experience of the TSA audit process would be desirable.
Your CV will demonstrate a proven track record of success in managing people, organising resources, roster management, analysis, reporting and systems technology. The nature of what we do demands a high degree of emotional resilience to handle calls that may be distressing in nature whilst supporting a team of Operators to do the same. You will be able to perform under pressure whilst remaining calm in a crisis, acting as a role-model for the team. As we are a 24/7 service, it is essential that the Call Centre Supervisor demonstrates a 'can do' and flexible attitude to support the team and hours of work. This will include spending time with the night team on occasion and taking a share of the 'on call' rota. You will be IT literate, experienced with MS Office (including Sharepoint/OneDrive) and other call centre or customer database systems. You will possess a high standard of written and spoken English, numeracy and analytical skills. A full driving licence and use of a vehicle is essential.

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. In 2023, Careline were delighted to win the Outstanding Customer Service Award at the industry recognised ARMA awards ceremony, underpinning the great work that our team deliver every day. 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.


• HOURS: Average hours 37 per week. Overtime may be requested occasionally
• SHIFTS: Rolling shift roster 4 on / 4 off, mainly 08:30 to 20:00, with occasional unsociable hours / nights. A flexible approach is required to have visibility across the team.
• ON CALL: Emergency 'on call' likely to be 1 week in 6
• PACKAGE: Competitive salary, plus excellent Colleague benefits, Competitive salary
• 24 days annual leave, plus Bank holidays
• Extra day off on your Birthday
• BUPA private medical insurance
• Life assurance
• 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