Senior Customer Service Advisor

**Known internally as Senior Careline Operator**

**Location**:Office based in Ringwood, Hampshire

**Hours**:37.5 hours per week, worked as ‘4 shifts on / 4 shifts off’ to include rostered weekends and Bank Holidays (please note this could include work over the Christmas period).

**Salary**: Negotiable from £25,000 p/a, depending on experience, to be discussed at interview

**What does the role involve?**

Our two Senior Careline Operators work opposite shifts supporting the Monitoring Services Management team in coaching and performance related activities for the Careline Service. This varied role includes live call monitoring, call auditing, reporting, administration duties and supporting the training and induction of new team members.

In addition, you will work as part of the team, providing telephone-based customer support to our retired homeowners who live right across the UK. These responsibilities 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.

**About you**

As the Senior Careline Operator, you will:

- Have previous experience in telephone-based or fast-paced customer service environments.
- Have experience of supporting or supervising a small team, with ability to role-model exemplary behaviours including self-motivation, reliability, resilience, and flexibility.
- Promote calm behaviour in a crisis situation and work well under pressure.
- Have exemplary problem-solving skills relating to people and operations.
- Be able to pick up new IT systems and technical knowledge with ease and be familiar with customer databases.
- Have 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.

**Why work for us?**

Fantastic Colleague Benefits including:

- Annual holiday of 22 days per annum, pro rata
- 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
- Rewards for colleague 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

By joining Careline Support Ltd you will gain valuable skills and work experience with a respected company excellent for long-term career aspirations

**Company Values - TORCH - Trust - Openness - Respect - Communication - Honesty**

**Who are we?**

Established in 2020, Careline Support Ltd provides a telephone support service to over 10,000 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.

**Job Types**: Full-time, Permanent

**Salary**: From £25,000.00 per year

**Benefits**:

- Company events
- Company pension
- Gym membership

Ability to commute/relocate:

- Ringwood: reliably commute or plan to relocate before starting work (required)

Work Location: In person

Reference ID: SNR CSL