Senior Careline Supervisor
Senior Careline Operator – Ringwood, Hampshire
If you are an experienced Team Leader or Supervisor, passionate about customer care, we would love you to join us and be part of a professional, award winning, customer focused team.
We are Careline Support Ltd, a sister company of Millstream Management Services, a progressive managing agent of privately owned leasehold Retirement Living accommodation. We manage in excess of 200 developments - Nationally. That means over 7,500 apartments are supported by us and we provide our services to over 10,000 retired owners.
However, we are not stopping there; as a rapidly growing and ambitious business, we are delighted to announce the launch of our Careline service, opening in 2020. Careline Support Ltd is a vital addition to our already successful company and will be a key focus for our business moving forward. Careline enables us to ensure the level of service and support our retired owners receive is exemplary at all times.
In order to support this growth we have recently moved into a brand new building in Ringwood, which outlines the commitment to the company. Careline Support Ltd colleagues will have access to modern break-out areas, kitchen and shower facilities, and not to forget the contemporary work space which breaks the mould of other call centre environments
About the role
The Senior Careline Operator will be pivotal to the success of our brand new 2200 square feet control room. You will assist the Monitoring Services Manager in the operational management of the service, monitoring the performance of a team of Careline Operators with responsibility for staffing levels and rota management.
This is an exciting new role, you will initially be involved in the start-up of the call centre and form part of a professional team with customer focus at the heart. You will lead by example, working as an Operator if required and assist with training the team in call handling disciplines. As Senior Careline Operator you will take part and input into an induction and training programme to include workshops, site visits and industry body led training courses. Ongoing training will be supported by access to our own training academy built next to the control room.
You will work as part of and supervise a team, resolving some difficult issues such as calls for emergency assistance and urgent maintenance reports. There will also be calls from Lodge Managers who support the service on-site, those who need access through the front door or even Owners who just want to hear a friendly voice. No two days are the same in this critical role and we are looking for the very best communicators to ensure the service delivery to our customers is the best it can be.
The role will also be responsible for assisting the Manager in implementing call standards, reporting, complaints handling and database administration.
The hours of work will initially be 9.00am – 5.30pm, Monday to Thursday and 9.00am – 5.00pm on Friday. Although once the centre is set up this will change to ensure appropriate supervisor cover throughout the core hours which are likely to be 7am-10pm (7 days a week).
We’d love it if you demonstrate excellent supervisory/management skills, you will take ownership of challenges and recommend improvements to be adopted by the team. You will have experience of dealing with vulnerable groups, either in person or over the telephone and have high levels of resilience, empathy and flexibility.
You will have call centre experience as well as practical experience of producing guidance and procedure documentation. An understanding of the technical solutions and telephony related to Telecare is desirable. You will have strong attention to detail, excellent communication skills, be a decision maker and work calmly under pressure.
A high level of IT skills is necessary, as the work is involves using careline software and equipment, as well as Microsoft Office.
It is vital that you have a valid UK Driver’s license and transport as travelling will be required.
How you’ll be rewarded
• Competitive salary
• 22 days holiday plus a day off on your birthday
• Life Assurance
• Eye Care reimbursement scheme
• Colleague Introduction reward scheme
• Training Courses
• Professional development
We are looking for the very best people to join our business and adopt our values so if you feel you have the skills and attributes to make a difference and you want to be part of our success story send your CV and a covering letter to email@example.com quoting reference number MIL1361.
Our Company Values TORCH : Trust/Openness/Respect/Communication/Honesty