Team Leader - Careline

Team Leader - Careline

Location: Bolton

Salary: £38,242 - £42,536 (Grade
5)

Contract Type: 12-month fixed term

Benefits: Hybrid working, generous annual leave, birthday day off and much more

Join our team as a Team Leader and play a key role in delivering a safe, reliable and responsive service for people who rely on our telephone-based emergency response and support line. In this leadership role, you’ll guide and support colleagues, oversee daily operations, and help us continually improve how we deliver high‑quality customer and service‑user support.

• Lead and support a team of Careline Operators and Elderly Services Officers, providing clear direction, coaching and regular performance feedback.
• Oversee day‑to‑day call centre operations, ensuring smooth running of our 24/7 phone‑based support service.
• Plan, schedule and allocate staffing, using forecasting and call‑demand data to ensure adequate cover across all shifts.
• Handle first‑stage complaints, service escalations and complex customer queries, ensuring callers receive calm, fair and timely resolutions.
• Monitor call handling quality and service performance, identifying improvements and ensuring all training, safeguarding and service protocols are followed.
• Use operational data and call metrics to support continuous improvement and the transition from analogue to digital systems.
• Contribute to risk assessments, health and safety actions and business continuity planning to keep the service resilient and responsive.

• Experience leading or supervising a team, ideally within a call centre, contact centre or customer support environment.
• Strong verbal communication skills and confidence managing challenging or sensitive conversations over the phone.
• Excellent relationship‑building skills with customers, colleagues and partner agencies.
• Good digital skills and confidence using call handling systems, mobile devices and Microsoft applications.
• A calm, solution‑focused approach, with the ability to analyse information, prioritise and make informed decisions.
• A full driving licence, the ability to complete required training and a satisfactory DBS check (carried out during onboarding).

• Hybrid working & flexibility supporting work‑life balance
• Generous annual leave starting at 27 days, rising to 32 days after 5 years plus bank holidays
• Birthday day off – take your birthday as paid leave
• Buy or sell annual leave flexible options to suit your lifestyle
• Local bank holiday extra day off around New Year
• Enhanced maternity, paternity & adoption pay
• Free on‑site parking at key office locations
• Employee Assistance Programme – emotional wellbeing support for you and your family
• Cycle to Work & Car Leasing Schemes – save on tax and NI
• Pension schemes with life insurance cover
• Perkbox – an employee engagement platform with perks, benefits, rewards, wellbeing resources, discounts, freebies and more
• Healthcare cash plan – claim back costs for dental, optical, physio & more
• Lifestyle discounts, cashback and savings at major retailers
• Learning & development opportunities – grow your career
• Volunteer days up to 5 paid days to give back