Customer Contact Centre Team Manager - Sales in Norwich

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 are looking for a motivated Customer Sales Team Manager who can champion outstanding customer experiences while driving strong consumer sales performance. You’ll lead a team who provide empathetic support, build trust with customers and their families, and confidently guide them through their telecare options to ensure they feel safe, informed, and reassured.

If you are 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: Flexible hours between 8am-8pm across Monday to Sunday

Salary: up to £32,000 per annum dependant on experience, plus monthly PRP

Location: Norwich - Hybrid (minimum 3 days per week in the office)

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

Training: Full time in office for initial period

Start Date: April/May 2026

Perks:

• 248 hours holiday. 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, 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.

Key Responsibilities

• 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.

READY TO APPLY

If you are interested in this role please upload your CV and answer a few questions about yourself!

OTHER INFORMATION

This is an exciting time at Careline365 part of the Appello group - 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 on 01425 626337.