At a Glance
- Tasks: Lead a dynamic customer service team and ensure exceptional client support.
- Company: Careline365, a leader in telecare services with a focus on service excellence.
- Benefits: Up to £32,000 salary, bonuses, generous holiday, and employee discounts.
- Other info: Hybrid working model with excellent career growth opportunities.
- Why this job: Make a real difference in clients' lives while developing your leadership skills.
- Qualifications: Experience in team management and a passion for customer satisfaction.
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 & Development – inspire, coach, support a collaborative team; 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 & Complaint Resolution – champion positive client experiences; 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 & Reporting – ensure full compliance with regulatory requirements, safeguarding standards, internal policies; produce clear reports for senior leadership.
- Client Retention & Relationship Care – strengthen client trust and loyalty by ensuring consistent service quality and acting on client feedback.
Essential Criteria
- Leadership experience – proven track record of managing teams in customer service or operations settings.
- Operational excellence – experience overseeing day‑to‑day operations, driving performance improvements, achieving business goals.
- Customer focus – strong commitment to customer satisfaction, ability to resolve issues efficiently and empathetically.
- Communication – excellent verbal and written communication skills; 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 & products.
- Pension scheme, up to 3% company matched.
- Free on‑site parking.
Equal Opportunity Statement
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 - Customer Service in Norwich 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 encouraged to excel in their roles. Located in Norwich, the hybrid working model allows for flexibility while maintaining a strong team dynamic, complemented by generous benefits such as extensive holiday entitlement, discounts, and a robust employee assistance programme. Join us to make a meaningful impact in the telecare sector while enjoying a fulfilling career with ample opportunities for development.
StudySmarter Expert Advice🤫
We think this is how you could land Contact Centre Team Manager - Customer Service in Norwich
✨Tip Number 1
Get to know the company inside out! Research Careline365, their values, and what makes them tick. This way, when you chat with them, you can show off your knowledge and passion for their mission.
✨Tip Number 2
Practice your leadership stories! Think of times you've inspired or developed a team. Be ready to share these experiences during interviews to demonstrate your fit for the Team Manager role.
✨Tip Number 3
Showcase your customer focus! Prepare examples of how you've handled complaints or improved client satisfaction in the past. This will highlight your commitment to service excellence, which is key for this position.
✨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 take that extra step to connect with us directly.
We think you need these skills to ace Contact Centre Team Manager - Customer Service in Norwich
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your leadership experience and customer service skills. We want to see how you can inspire and manage a team, so don’t hold back on showcasing relevant examples!
Showcase Your Communication Skills:Since communication is key in this role, ensure your written application reflects your ability to engage effectively. Use clear, concise language and demonstrate your knack for empathy and professionalism in your writing.
Highlight Your Operational Excellence:We’re looking for someone who can drive performance improvements, so be sure to mention any experience you have with monitoring KPIs or managing workflows. This will show us you understand the importance of operational standards.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Appello UK
✨Know Your Stuff
Before the interview, make sure you understand the role inside out. Familiarise yourself with Careline365's mission and values, and think about how your experience aligns with their focus on customer service excellence and team leadership.
✨Showcase Your Leadership Skills
Be ready to discuss specific examples of how you've successfully managed teams in the past. Highlight your ability to inspire and motivate others, as well as how you've handled challenges in a fast-paced environment.
✨Prepare for Scenario Questions
Expect questions that assess your problem-solving skills and customer focus. Think of scenarios where you've resolved complaints or improved service delivery, and be prepared to explain your thought process and outcomes.
✨Demonstrate Tech Savviness
Since the role involves overseeing digital systems, brush up on your knowledge of relevant technologies, especially if you have experience with telecare platforms or Microsoft Office. Be ready to discuss how you've used technology to enhance team performance.
