Contact Centre Team Manager - Sales in Norwich

Lead with Purpose. Inspire Service‑Led Sales Excellence. 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.

Working Hours & Compensation

• 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 £300 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 or 6th July 2026.
• Note: This role is subject to pre‑employment screening, including basic DBS checks and two years of referencing. Screening must be completed prior to your start date; once completed start date may be adjusted.

Benefits

• 233 hours holiday per annum, rising to 248 hours with length of service.
• Discounts on groceries, shopping, holidays, insurance, restaurants and more.
• 24/7 employee assistance programme with an app.
• Family and friends’ discounts on services and 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. Ideal candidate will bring a strong blend of operational expertise, sales awareness, technological confidence and a people‑first mindset.

Essential Criteria

• Leadership experience: proven track record of managing teams in customer service, sales or operations‑focused environments.
• Sales & retention focus: experience supporting sales conversion, retention activities or consumer‑focused service teams.
• 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, 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 in consumer sales, upselling, retention or KPI‑driven contact centre environment.
• Industry experience 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.
• 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.

Key Responsibilities

• Team leadership & development: inspire, coach and develop a collaborative team, set clear expectations and support growth through structured feedback and training.
• Operational excellence: drive efficient service delivery, monitor KPIs (including sales, retention and customer satisfaction), manage workflows and ensure adherence to operational standards.
• Client satisfaction & complaint resolution: champion exceptional client experiences, handle complaints and complex queries, drive improvements based on insights.
• Sales & retention leadership: guide team to achieve consumer sales, upgrade and retention goals, build trust and provide informed recommendations.
• Technology integration: oversee digital systems and platforms, support updates or changes, ensure team confidence in technology use.
• Compliance & reporting: ensure full compliance with regulatory requirements and internal policies, produce clear reports to senior leadership.
• Client retention & relationship care: strengthen trust and loyalty, manage renewals, act on client feedback.

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.