Night Operator / Senior Call Centre Advisor

Our Senior Night Operator / Senior Call Centre Advisor will support the Monitoring Services Management team in coaching and performance related activities for the Careline Support service, at our call centre in Ringwood, in support of the night team. The Senior Night Operator / Senior Call Centre Advisor will take on a varied role including live call monitoring, call auditing, reporting, rostering, administration duties and supporting the training and induction of new team members. The successful candidate will support the management team in taking a share of 'on call' duties and remain flexible to cover additional hours or shifts as required. In addition to the enhanced responsibilities, you will work as part of the team, providing telephone-based customer support to our retired homeowners who live right across the UK. Operational duties include :

• Taking incoming calls and responding to a variety of situations including medical emergencies, fire panel alarms, security entry calls or speaking to people keen to hear a friendly voice.
• Logging each call in our CRM system, ensuring information is accurately recorded.
• Providing a friendly, responsive, and attentive approach on every call.
  
  As the Senior Night Operator / Senior Call Centre Advisor, you will :
• Demonstrate previous experience in a telephone-based or fast-paced customer service environment.
• Be able to support and supervise a small team, with the ability to role-model exemplary behaviours such as self-motivation, reliability, resilience, and flexibility.
• Be capable and confident to handle crisis situations, promoting calm behaviours and good judgment skills whilst working under pressure.
• Deliver exceptional problem-solving skills relating to people and operational needs.
• Embrace new IT systems and technical knowledge with ease and be familiar with customer databases.
• Demonstrate a high standard of written and spoken English
• As a customer service professional, you will understand the importance of excellent customer skills and a friendly, caring telephone manner.
  
  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 : Nights - average of 30.6 hours per week, worked as '4 shifts on / 4 shifts off' to include rostered weekends and Bank Holidays
• Shifts : 2 x 8pm-6 : 30am, 2 x 10 : 30pm-6 : 30am (inclusive of 30 min unpaid break)
• Salary : Starting from £24,500 per annum, depending on experience, to be discussed at interview, An extra day off on your Birthday if you are rostered to work
• Supportive and friendly team
• On the job' training from your initial induction and throughout your time with Careline
• Career development opportunities
• Bright, contemporary offices based in Ringwood
• Free on-site parking
• Group pension scheme
• Eye care vouchers
• Incentives for colleague, client and land referrals
• John Lewis vouchers for expectant Mums and Dads
• Health screening every 3 years
• Life assurance 1 x salary
• Rewarding work; you'll be making a positive difference every day
Company Values - TORCH - Trust - Openness - Respect - Communication - Honesty