At a Glance
- Tasks: Lead a dynamic customer service team and ensure exceptional client interactions.
- Company: Join Careline365, a forward-thinking telecare provider with a people-first culture.
- Benefits: Enjoy competitive salary, generous holiday, discounts, and a supportive work environment.
- Other info: Exciting growth opportunities in a tech-driven environment.
- Why this job: Make a real impact in customer care while developing your leadership skills.
- Qualifications: Experience in managing teams and a passion for customer satisfaction.
The predicted salary is between 32000 - 32000 £ per year.
Lead with Purpose. Inspire Exceptional Service at Careline365. Are you ready to guide a dynamic customer services team delivering critical support at the heart of modern telecare? Careline365 is seeking a dedicated Customer Services Team Manager to champion service excellence, motivate a high‑performing team, and ensure every client interaction is handled with empathy, efficiency, and professionalism. If you're a people‑first leader who thrives in a fast‑paced, tech‑enabled environment, this is your opportunity to make a real impact and shape the future of customer care at Careline365.
Hours: 37.5 hours per week
Shift pattern: 5 days per week, flexible hours between 8:00 and 20:00 across Monday to Sunday
Salary: up to £32,000 per annum, depending on experience, plus up to £250 monthly bonus
Location: Norwich - Hybrid (minimum 3 days per week in the office)
Training: Full-time in the office for the initial period
Start Date: August 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.
Perks:
- 233 hours holiday per annum, rising to 248 hours with length of service. This includes bank holidays that you will work if rota'd
- Discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
- 24/7 employee assistance programme with an easily accessible app
- Family and friends’ discounts on our services & products
- Pension Scheme, up to 3% Company matched
- Free on-site parking
WHAT WE ARE LOOKING FOR:
We’re seeking a dynamic and experienced leader to join our team, someone who thrives in a fast‑paced, customer‑focused environment and is passionate about delivering exceptional service. The ideal candidate will bring a blend of operational expertise, technological insight, and a people‑first mindset.
Essential Criteria:
- Leadership Experience: Proven track record of managing teams in customer service or operations‑focused settings.
- Operational Excellence: Skilled in overseeing day‑to‑day operations, driving performance improvements, and achieving business goals.
- Customer Focus: Strong commitment to customer satisfaction, with the ability to resolve issues efficiently and empathetically.
- Communication: Excellent verbal and written communication skills, capable of engaging effectively with clients, staff, and senior stakeholders.
- Technical Proficiency: Basic proficiency in Microsoft Office.
- Team Management: Ability to motivate, develop, and manage a diverse team.
Desirable Criteria:
- Industry Experience: Background in contact centre environments, ideally within telecare, healthcare, or technology‑driven services. Experience managing an outbound team with KPIs and AHTs.
- Advanced Office Skills: Enhanced expertise in Microsoft Office tools.
- Technology Familiarity: Understanding of telecare platforms and digital health technologies.
- Genesys Platform Knowledge: Experience with Genesys, including configuration, performance monitoring, and troubleshooting to boost team productivity and service delivery.
- Analytical Skills: Strong problem‑solving abilities and a focus on continuous improvement.
- Regulatory Awareness: Understanding of GDPR, healthcare compliance, and best practices in telecare services.
THE ROLE:
The Team Manager will oversee a dynamic team responsible for delivering high‑quality telecare services to our clients. You will ensure the smooth day‑to‑day operation of the team, monitor performance, and maintain the high service standards expected in a fast‑paced, technology‑driven environment. This role involves both leadership and hands‑on support to ensure our services run effectively and that clients receive outstanding care, reassurance, and timely resolution of any issues or complaints.
Key Responsibilities:
- Team Leadership & Development: Inspire, coach, and support a collaborative team; set clear expectations; and enable personal and professional growth through regular feedback, coaching, and training.
- Operational Excellence: Drive efficient service delivery, monitor KPIs and quality metrics, manage workflows, and ensure consistent adherence to operational standards and best practices.
- Client Satisfaction & Complaint Resolution: Champion positive client experiences by ensuring all interactions are empathetic, timely, and professional. Lead the resolution of complaints and complex queries, using feedback to identify improvements and prevent recurrence.
- Technology Integration: Oversee digital systems and platforms, support updates or changes, and ensure the team is confident and capable in using technology to deliver high‑quality service.
- Compliance & Reporting: Ensure full compliance with regulatory requirements, safeguarding standards, and internal policies. Produce clear, insightful reports for senior leadership to support continuous improvement.
- Client Retention & Relationship Care: Strengthen client trust and loyalty by ensuring consistent service quality and acting on client feedback to enhance the overall experience.
This is an exciting time at Careline365 – we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.
If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team.
Contact Centre Team Manager - Customer Service in Norwich employer: Appello Careline Limited.
Appello Careline Limited is an exceptional employer, offering a supportive and compassionate work environment for those dedicated to helping vulnerable individuals. With flexible remote working options, competitive pay, and a strong emphasis on employee well-being, staff are encouraged to grow and develop their skills while making a meaningful impact in the community. Join us to be part of a team that values empathy and excellence in service delivery.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Manager - Customer Service in Norwich
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Appello Careline Limited.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Appello Careline Limited. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Contact Centre Team Manager - Customer Service in Norwich
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Appello Careline Limited.:Your cover letter is your chance to shine! Tell us why you want to work at Appello Careline Limited. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Appello Careline Limited.!
How to prepare for a job interview at Appello Careline Limited.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
