Telecare Shift Supervisor - Nights; Secondment - INTERNAL

Telecare Shift Supervisor - Nights (6-Month Secondment) - Internal Only

Join a role that puts people and performance first. As a Shift Supervisor in our call centre, you’ll support operators, manage real‑time workflow and make sure every process is followed so customers receive the smooth, reliable service they expect.

Hours:

29.75 hours per week;
Shift pattern: 4 on 4 off 23.30‑08.30;
Salary: £24,436.98;

Location:

Remote;

Start Date:

May/June 2026.

Please note that this role is subject to pre‑employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required.

This role is a UK based role and any hybrid/remote work must also be within the UK.

You will need 5 mpbs upload and 15 mpbs download internet speed.

• 184 hours annual leave (pro rata). This includes bank holidays that you will work.
• Discounts on groceries, shopping, holidays, insurance, days out, restaurants and more.
• 24/7 employee assistance programme with an easily accessible app.
• Family and friends’ discounts on our services and products.
• Pension scheme, up to 4% company matched.
• Free on‑site parking.

We’re searching for someone who’s calm under pressure, great with people, and passionate about delivering outstanding service even on the toughest days. If you love supporting others, staying organised and making a real difference to callers and colleagues, you’ll fit right in.

You will have experience in a supervisory role or experience with real‑time analysis or similar.

Below is what you must bring to the role — and what will make you shine even brighter.

• Experience in a busy call centre environment.
• Confidence in sharing ideas, feedback and suggestions for improving the service.
• Ability to support or contribute to service improvement initiatives.
• Bonus points if you have real‑time analysis experience.

• 5 GCSEs or equivalent, including Maths and English (Grade C or above).

• Strong IT skills across a variety of systems (Word, Excel, Outlook, etc.).
• Understanding of CRM systems and call‑handling platforms.
• Able to act assertively with confidence.
• Strong decision‑making skills.
• Committed to continuous improvement and open to feedback.
• Great at problem‑solving.
• Supportive, team‑focused approach.

• Encourages and supports others to shine.
• Helps build a professional, positive, and supportive team culture.
• Works well under pressure and meets tight deadlines.
• Communicates with empathy, patience and care even with demanding callers.

• Experience monitoring performance and delivering service improvement projects.
• Coaching, mentoring or developing others.
• Ability to analyse large data sets and demonstrate results.
• Understanding of health & safety responsibilities for a team.

• CMI, ILM or NVQ in Team Leading or Management.
• Training in handling difficult customers.

• Ability to motivate and inspire teamwork.
• Experience managing underperformance.
• Awareness of key HR policies (attendance, performance, grievances).

• A natural problem‑solver who can think outside the box and drive results.

Ready to take the lead and keep our call centre buzzing? As a Shift Supervisor, you’ll be the go‑to hero on the virtual floor — guiding operators through tricky calls, keeping the shift running smoothly and making sure every customer gets the care, clarity and confidence they deserve.

You’ll balance people, processes and performance, making quick decisions, supporting operators in real time and keeping our quality standards sky‑high. Whether it’s managing high call volumes, handling escalations or ensuring a smooth handover, you’ll help shape a positive, safe and supportive environment for both callers and colleagues.

If you love helping people, staying organised and being calm in the storm — this role is your perfect fit.

• Be the on‑shift expert for operator questions and escalations.
• Supp…