At a Glance
- Tasks: Lead a dynamic customer service team and ensure top-notch support for clients.
- Company: Join Careline365, a leader in telecare services with a focus on excellence.
- Benefits: Enjoy competitive salary, generous holiday, and discounts on various services.
- Other info: Flexible working hours and opportunities for personal growth in a tech-driven environment.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in contact centres and strong team management abilities required.
The predicted salary is between 32000 - 32000 € per year.
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.
Job Details
- 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, 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: 29th June/6th July 2026
- Pre‑employment screening: basic DBS checks and two years of referencing prior to start
Role Description
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. The role involves both leadership and hands‑on support to ensure services run effectively and clients receive outstanding care, reassurance, and timely resolution of any issues or complaints.
Key Responsibilities
- Team Leadership - set clear expectations; enable personal and professional growth through regular feedback, coaching, and training.
- Operational Excellence - drive efficient service delivery, monitor KPIs and quality metrics, manage workflows, ensure consistent adherence to operational standards and best practices.
- Client Satisfaction - lead resolution of complaints and complex queries; use feedback to identify improvements.
- Technology Integration - oversee digital systems and platforms, support updates or changes, ensure team capability with technology.
- Compliance - produce clear reports for senior leadership.
- Client Retention - capable of engaging 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.
- 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.
- Analytical skills - strong problem‑solving abilities, focus on continuous improvement.
- Regulatory awareness - understanding of GDPR, healthcare compliance, best practices in telecare services.
Benefits
- 233 hours holiday per annum, rising to 248 hours with length of service, including bank holidays worked if rota'd.
- Discounts on groceries, shopping, holidays, insurance, days out, restaurants and more.
- 24/7 employee assistance programme with an easily accessible app.
- Family and friends’ discounts on our services.
Contact Centre Team Manager - Customer Service in Norfolk employer: Appello UK
Careline365 is an exceptional employer that prioritises employee well-being and professional growth, offering a supportive work culture where team members are empowered to excel. Located in Norwich, this hybrid role provides flexibility with a competitive salary and generous benefits, including extensive holiday entitlement and discounts on various services. Join us to make a meaningful impact in the telecare sector while enjoying a collaborative environment that values your contributions.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Manager - Customer Service in Norfolk
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the hunt for a Contact Centre Team Manager role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions related to team leadership and operational excellence. We recommend doing mock interviews with friends or family to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your tech-savviness! Familiarise yourself with telecare platforms and tools like Genesys. Being able to discuss your experience with these technologies can really set you apart during interviews.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Contact Centre Team Manager - Customer Service in Norfolk
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the role of Contact Centre Team Manager. Highlight your leadership experience and any relevant achievements in customer service to show us you’re the right fit!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer service and how you can motivate a team. Be genuine and let your personality come through – we love to see that!
Showcase Your Tech Savvy:Since this role involves technology integration, mention any experience you have with digital systems or platforms. If you’ve worked with telecare or contact centre software, make sure to include that – it’ll definitely catch our eye!
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to keep track of your application status. We can’t wait to hear from you!
How to prepare for a job interview at Appello UK
✨Know the Company Inside Out
Before your interview, make sure you research Careline365 thoroughly. Understand their mission, values, and the services they provide. This will not only help you answer questions more effectively but also show your genuine interest in the role.
✨Showcase Your Leadership Skills
As a Contact Centre Team Manager, you'll need to demonstrate your ability to lead and motivate a team. Prepare examples from your past experiences where you've successfully managed a team, resolved conflicts, or improved performance metrics. Be ready to discuss your coaching style and how you empower others.
✨Prepare for Scenario-Based Questions
Expect to face scenario-based questions that assess your problem-solving skills and client management abilities. Think of specific situations where you've handled complaints or complex queries effectively. Use the STAR method (Situation, Task, Action, Result) to structure your responses.
✨Familiarise Yourself with Technology
Since the role involves overseeing digital systems, brush up on your knowledge of telecare platforms and tools like Genesys. If you have experience with these technologies, be prepared to discuss how you've used them to enhance service delivery and client satisfaction.
