Director of Customer Success - Careline

About the Role

Churchill Estates Management (CEM) is searching for an accomplished and commercially astute Director of Careline to lead the evolution of its Careline services, which currently support over 40,000 connections. This newly created leadership position plays a critical role in driving strategic growth, strengthening client and partner relations, and upholding operational excellence for this expanding business segment. Based at CEM's Ringwood head office, the role reports directly to the Managing Director.

Key Responsibilities

• Provide inspirational, strategic, and operational leadership to the Careline service and its 40 staff members, ensuring a customer-centric, safe, and reliable 24/7 emergency response and monitoring operation.
• Drive a culture of accountability, collaboration, and continuous improvement through engagement, coaching, and development of the Careline team.
• Monitor key performance indicators, customer feedback, and management information to identify opportunities for service enhancements and operational efficiency gains.
• Maintain robust governance and compliance with all regulatory requirements and ensure strong business continuity procedures.
• Partner with company leadership to craft and implement Careline's future strategy, fostering growth, technological innovation, and service excellence.
• Manage financial aspects including operational budgeting, cost control, and value delivery while preparing forecasts and investment plans.
• Oversee external contracts and stakeholder relationships, ensuring alignment of performance expectations and sustained partnership success.

Candidate Profile

• Proven senior operational leadership experience managing large customer service or contact centre teams, preferably in healthcare, emergency response, telecare, retirement living, or regulated environments.
• Demonstrated competency in leading round-the-clock teams with a focus on superior customer service outcomes.
• Strong commercial acumen including financial management, budgeting, and operational cost control.
• Expertise in workforce planning, performance management, and driving service improvement initiatives.
• Experience managing change, continuous improvement programs, and regulatory risk and compliance.
• Exceptional communication, stakeholder management, and relationship-building capabilities.
• A collaborative leadership approach dedicated to developing high-performing, engaged teams with a prioritization of wellbeing.

Benefits

• Competitive salary package
• Company car benefit
• 28 days annual leave plus bank holidays
• Birthday day off
• Comprehensive colleague benefits including family BUPA cover, health screening, group personal pension scheme, and life assurance
• £200 John Lewis vouchers for expectant parents
• Employee wellbeing initiatives and ambassador programs

Additional Information

This role is office based at CEM headquarters in Ringwood, Hampshire and encompasses managing a dedicated team delivering 24/7 emergency and customer support services. Churchill Retirement group is committed to exceptional customer care, evident through its award-winning Careline service supporting over 11,000 retired homeowners. This position offers a unique opportunity to be instrumental in steering Careline’s next chapter of innovation and growth.