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Social Value Portal Ltd Logo Social Value Portal Ltd · Customer Service

Careline Manager

United Kingdom, Bolton 44581.00 - 48876.00 GBP / Year · Job Posted June 09, 2026
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Job Description

We are looking for a Careline Manager to lead our 24/7 Careline Service, helping customers stay safe, independent and confident in their homes. This role focuses on delivering a high-quality, responsive service while supporting and developing a motivated team. This is an office-based, part-time role working 18 hours per week. You will work 6-hour shifts on a rotating pattern from Monday to Wednesday, with shifts scheduled between 7am and 10pm as part of a 6-week rota cycle.

Job Responsibility

  • Lead the day-to-day delivery of a 24/7 Careline Service, ensuring consistent, high-quality support for customers
  • Manage, coach and develop a team, creating a positive, inclusive culture focused on service excellence and continuous improvement
  • Monitor performance using data, reporting and feedback, taking action to improve outcomes and customer experience
  • Ensure services meet all legal, safeguarding and organisational requirements, maintaining high standards at all times
  • Respond effectively to emergency or challenging situations, prioritising the safety of customers and colleagues
  • Build strong working relationships with customers, partners, contractors and professionals to support joined-up service delivery
  • Support innovation and service development, including new technology and improved ways of working to enhance long-term sustainability

Requirements

  • Experience managing or supervising teams in a customer support or contact centre environment, ideally within a 24/7 service
  • Proven ability to manage operational services, including handling emergency or complex situations calmly and effectively
  • Strong communication and interpersonal skills, with the ability to build positive relationships and influence outcomes
  • Confidence using data and systems to monitor performance, identify trends and drive improvements
  • Good digital and IT skills, including experience with systems, reporting tools and Microsoft applications
  • Strong organisational skills with the ability to prioritise and work under pressure to meet deadlines
  • Commitment to equality, diversity and inclusion, with an understanding of delivering accessible services for all customers

What we offer

  • Hybrid working
  • Generous annual leave
  • Birthday day off
  • Buy or sell annual leave
  • Local bank holiday
  • Enhanced maternity, paternity & adoption pay
  • Free on-site parking
  • Employee Assistance Programme
  • Cycle to Work & Car Leasing Schemes
  • Pension schemes with life insurance cover
  • Perkbox
  • Healthcare cash plan
  • Lifestyle discounts
  • Learning & development opportunities
  • Volunteer days
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