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- Tasks: Lead a dynamic team to deliver exceptional telecare services and drive sales performance.
- Company: Join Careline365, a leader in consumer telecare solutions.
- Benefits: Enjoy a competitive salary, bonuses, flexible hours, and generous holiday allowance.
- Other info: Hybrid working model with excellent career growth opportunities.
- Why this job: Make a meaningful impact while guiding customers through important care decisions.
- Qualifications: Proven leadership experience in customer service or sales environments.
The predicted salary is between 32000 - 32000 ÂŁ per year.
Lead with Purpose. Inspire Service‑Led Sales Excellence. Are you ready to guide a high‑energy customer services team supporting consumers as they choose the right telecare solution with Careline365? We're looking for a motivated Telesales Team Manager who can champion outstanding customer experiences while driving strong consumer sales performance. You’ll lead a team that provides empathetic support, builds trust with customers and their families, and confidently guides them through their telecare options to ensure they feel safe, informed, and reassured.
If you're a people‑first leader with a passion for delivering exceptional service while achieving sales outcomes, this is your opportunity to make a meaningful impact and help shape the future of consumer telecare 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 ÂŁ32,000 per annum, depending on experience, plus up to ÂŁ300 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: 29th June/6th July 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.
233 hours holiday per annum, rising to 248 hours with length of service. This includes bank holidays that you will work if rota'd.
We offer you 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, consumer‑focused environment and is passionate about delivering exceptional service while supporting customers through important care decisions. The ideal candidate will bring a strong blend of operational expertise, sales awareness, technological confidence, and a people‑first mindset, empowering their team to deliver reassuring support, build trust with customers and their families, and confidently guide them toward the right Careline365 solutions.
Essential Criteria
- Leadership Experience: Proven track record of managing teams in customer service, sales, or operations‑focused environments, with the ability to lead by example and drive high performance.
- Sales & Retention Focus: Experience supporting sales conversion, retention activities, or consumer‑focused service teams, with the ability to coach staff toward achieving targets.
- Operational Excellence: Skilled in overseeing day‑to‑day operations, improving processes, and achieving key business and customer outcomes.
- Customer Focus: Strong commitment to delivering exceptional customer experiences, with the ability to handle challenging conversations and 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 and confidence learning new systems.
- Team Management: Ability to motivate, develop, and guide a diverse team to exceed expectations.
Desirable Criteria
- Sales Background: Experience in consumer sales, upselling, retention, or working in a KPI‑driven contact centre environment.
- Industry Experience: Background in telecare, healthcare, or technology‑enabled service industries.
- Advanced Office Skills: Enhanced expertise in Microsoft Office tools for reporting, analysis, and planning.
- Technology Familiarity: Understanding of telecare platforms, digital health tools, or customer‑contact technology.
- Genesys Platform Knowledge: Experience using Genesys for call routing, performance monitoring, or configuration to support team productivity.
- Analytical Skills: Strong problem‑solving abilities with a continuous improvement mindset.
- Regulatory Awareness: Understanding of GDPR, safeguarding, healthcare compliance, and best practices within telecare services.
THE ROLE
The Team Manager will oversee a dynamic team responsible for delivering high‑quality telecare services to our clients, while supporting strong consumer sales and retention performance. You will ensure the smooth day‑to‑day operation of the team, monitor performance and sales metrics, 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, enquiries, or complaints. You will coach your team to confidently guide customers through their Careline365 options, supporting conversions and long‑term customer loyalty.
Team Leadership & Development
- Inspire, coach, and develop a collaborative team; set clear expectations; and support personal and professional growth through structured coaching, feedback, and training.
- Promote a positive, sales‑aware, customer‑first culture.
Operational Excellence
- Drive efficient service delivery, monitor KPIs (including sales, retention, and customer satisfaction), manage workflows, and ensure consistent adherence to operational standards and best practices.
Client Satisfaction, Sales Support & Complaint Resolution
- Champion exceptional client experiences by ensuring all interactions are empathetic, helpful, and solution‑focused.
- Lead the handling of complaints and complex queries, ensuring timely resolution and using insights to drive improvements.
- Support your team in converting enquiries into sales by providing confidence, training, and guidance in service‑led selling.
Sales & Retention Leadership
- Guide your team to achieve consumer sales, upgrade, and retention goals through supportive coaching, regular performance feedback, and strong customer engagement.
- Help team members build trust, understand customer needs, and provide informed recommendations on Careline365 services.
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 and efficient sales processes.
Compliance & Reporting
- Ensure full compliance with regulatory requirements, safeguarding standards, and internal policies.
- Produce clear, insightful reports for senior leadership on service quality, sales activity, customer feedback, and operational performance.
Client Retention & Relationship Care
- Strengthen client trust and loyalty by ensuring high‑quality ongoing service, managing renewals and retention conversations, and acting on client feedback to enhance the overall experience and reduce churn.
Equal Employment Opportunity
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 on 01425 626337.
Contact Centre Team Manager - Sales in Norwich employer: Appello Careline Limited.
Contact Detail:
Appello Careline Limited. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Contact Centre Team Manager - Sales in Norwich
✨Tip Number 1
Get to know the company inside out! Research Careline365, their values, and their services. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice makes perfect! Role-play common interview questions with a friend or in front of the mirror. Focus on how you can demonstrate your leadership skills and sales experience, as these are key for the Team Manager role.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider tips and might even lead to a referral!
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’re the perfect fit!
We think you need these skills to ace Contact Centre Team Manager - Sales in Norwich
Some tips for your application 🫡
Show Your Leadership Skills: Make sure to highlight your experience in managing teams and driving performance. We want to see how you've inspired others and achieved results in customer service or sales environments.
Emphasise Customer Focus: Talk about your commitment to delivering exceptional customer experiences. Share examples of how you've handled challenging situations with empathy and resolved issues effectively.
Be Clear and Concise: When writing your application, keep it straightforward and to the point. Use clear language that reflects your understanding of the role and how you can contribute to our team at Careline365.
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at Appello Careline Limited.
✨Know Your Stuff
Before the interview, make sure you understand Careline365's services and how they impact customer experiences. Familiarise yourself with telecare solutions and be ready to discuss how you can lead a team in providing empathetic support while driving sales.
✨Showcase Your Leadership Style
Be prepared to share specific examples of how you've successfully managed teams in fast-paced environments. Highlight your people-first approach and how you've motivated your team to achieve sales targets while maintaining high service standards.
✨Demonstrate Sales Savvy
Since this role focuses on sales performance, come equipped with strategies you've used to boost sales and retention. Discuss how you’ve coached team members to convert inquiries into sales and how you handle challenging conversations with customers.
✨Emphasise Communication Skills
Effective communication is key in this role. Be ready to demonstrate your verbal and written communication skills. You might even want to role-play a scenario where you guide a customer through their options, showcasing your ability to build trust and provide reassurance.