At a Glance
- Tasks: Lead a team in providing top-notch telecare services and support.
- Company: Join Appello, a community-focused company making a difference.
- Benefits: Enjoy 248 hours holiday, discounts, and a pension scheme.
- Other info: Hybrid working with opportunities for career growth.
- Why this job: Make a real impact while developing your leadership skills.
- Qualifications: Experience in team management and a passion for helping others.
The predicted salary is between 28000 - 32000 £ per year.
TELECARE TEAM LEADER
Lead from the front, support your team in delivering life‑saving services and make a real difference to vulnerable customers every single day. Hours: 37.5 hours per week average Shift pattern: Your hours will be scheduled between 06:00 and 21:00, Monday to Sunday. Please see the proposed pattern down below (the pattern may change depending on business needs as per your contracted hours) Salary: £30,000 per annum plus £2,000 on call bonus. Location: Hybrid - Norwich Start Date: September/October 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 if required.
Careline365 Perks
- 248 hours holiday rising to 263 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% employers contribution
- Free on-site parking
About You
You’ll be a calm, confident and supportive leader who thrives in a fast‑paced environment and is motivated by making a difference.
You’ll bring:
- A strong customer‑first mindset and commitment to delivering excellent service
- Clear and confident communication skills, both written and verbal
- A flexible approach to working patterns, including on‑call responsibilities
- Strong problem‑solving and analytical skills, with a focus on continuous improvement
- The ability to remain calm and make sound decisions in high‑pressure situations
- A proactive and innovative mindset, with a willingness to suggest new ideas
- A collaborative and supportive approach when working with colleagues and stakeholders
THE ROLE
We’re looking for a passionate and people‑focused Telecare Team Leader to join our Alarm Response Centre (ARC) team. This is a highly rewarding role where you’ll lead a team of Emergency Call Handlers, ensuring customers receive safe, timely and high‑quality support when they need it most.
Our customers include elderly and vulnerable individuals who rely on our service during emergencies. As a Team Leader, you’ll play a crucial role in ensuring calls are handled efficiently and supporting your team in meeting key service targets, including answering the vast majority of calls within strict timeframes.
You’ll be responsible for the day‑to‑day management, development and performance of your team, while contributing to the wider operational running of the centre.
As a Telecare Team Leader, you’ll combine people leadership, operational oversight and service excellence, including:
what You'll Be Doing
Team leadership and development
- Leading, motivating and developing a team of 10-15 Emergency Call Handlers
- Managing day‑to‑day team performance, setting objectives and providing regular feedback
- Conducting one‑to‑ones, performance reviews and supporting career development
- Coaching and mentoring colleagues to improve service quality and performance
- Managing attendance, absence and performance processes in line with company policy
Operational delivery
- Overseeing daily operations and ensuring service levels and KPIs are met
- Supporting the resolution of escalated issues and operational challenges
- Monitoring performance data and reporting on team effectivenessCollaborating with other departments to improve processes and customer experience
Customer care and service quality
- Ensuring every customer receives a high standard of telecare support
- Handling complaints and complex queries in a timely and professional manner
- Working closely with customer service and technical teams to ensure seamless delivery
Technology, compliance and improvement
- Supporting the use and optimisation of telecare platforms and systems
- Ensuring compliance with safeguarding, data protection and regulatory requirements
- Identifying opportunities for continuous improvement across service delivery
- Supporting reporting and sharing insights with senior management
Planning And On‑call Responsibilities
- Supporting rota planning to ensure appropriate staffing levels
- Assisting with annual leave approvals when required
- Participating in a 24/7 on‑call rota, providing support with operational, technical or absence‑related issues
- Supporting business continuity and incident response where needed
WHAT WE ARE LOOKING FOR
- Experience managing or supervising teams in a customer service or operations environment
- Experience working in a contact centre or similar fast‑paced setting
- Strong leadership and people management skills
- Experience managing performance, KPIs and operational delivery
- Ability to prioritise workload and manage multiple tasks effectively
- Strong communication and stakeholder management skills
Desirable
- Experience in telecare, healthcare or technology‑driven services
- Familiarity with telecare platforms or digital health technologies
- Experience using systems such as Genesys
- Knowledge of medical conditions or triaging approaches
OUR RECRUITMENT PROCESS
We will review your application for {job-title} shortly, and get back to you as soon as possible.
We’re excited you’re interested in joining us! To help us find the best fit for both the role and our team, we’ve designed a recruitment process that is engaging, fair, and gives you plenty of opportunities to showcase your skills, experience, and personality along the way.
- CV ScreeningWe’ll start by reviewing your experience, skills, and qualifications to see how they align with the role requirements.
- TestGorilla Assessment (Approx. 30 minutes)Complete a short online assessment designed to evaluate the key skills and capabilities needed for the role. It’s a great opportunity to show us what you can do!
- Informal ChatA relaxed conversation where we can get to know each other better. We’ll discuss your background, career aspirations, and answer any questions you have about the role and life at our company.
- Thomas Assessment (Approx. 1 hour)This behavioural assessment helps us understand your natural working style, communication preferences, and strengths. There are no right or wrong answers—we simply want to learn more about what makes you, you!
- Formal Interview (Approx. 60 minutes)We’ll discuss your background, career aspirations, ask you a few competency‑based questions, and answer any questions you have about the role and life at our company.
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.
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Telecare Team Leader in Norwich employer: Appello UK
At Appello UK, we pride ourselves on being an exceptional employer that values the growth and development of our team members. Our remote Night Telecare Coach role not only offers a competitive salary with night supplements but also fosters a supportive work culture where coaching and employee engagement are at the forefront. With ample opportunities for professional development and a commitment to enhancing service delivery, joining us means being part of a dedicated team that makes a real difference in people's lives.
StudySmarter Expert Advice🤫
We think this is how you could land Telecare Team Leader in Norwich
✨Tip Number 1
Get to know the company culture! Before your interview, check out Appello's social media and website. This will help you understand their values and how you can fit in, making it easier to connect during your chat.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. This will help you feel more confident and articulate when discussing your experience managing teams and handling customer needs.
✨Tip Number 3
Show off your leadership skills! Be ready to share specific examples of how you've motivated teams or resolved conflicts in the past. This will demonstrate your ability to manage the Alarm Response Centre effectively.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It shows you're genuinely interested in the role and helps keep you on their radar.
We think you need these skills to ace Telecare Team Leader in Norwich
Some tips for your application 🫡
Show Your Passion:When writing your application, let your genuine desire to help the community shine through. We want to see that you’re empathetic and attentive to customer needs, so share any relevant experiences that highlight these qualities.
Tailor Your CV:Make sure your CV is tailored to the Telecare Team Leader role. Highlight your managerial experience, especially in customer-facing teams or call centres, and don’t forget to mention your skills with Excel and Microsoft Office.
Be Clear and Concise:Keep your application clear and to the point. We appreciate straightforward communication, so avoid fluff and focus on what makes you a great fit for the role. Use bullet points if it helps!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application 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 the Role Inside Out
Before your interview, make sure you thoroughly understand the Telecare Team Leader role. Familiarise yourself with the responsibilities listed in the job description, especially around managing a team and meeting KPIs. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Leadership Skills
Since this role involves managing a team, be prepared to discuss your previous leadership experiences. Think of specific examples where you've motivated a team or resolved conflicts. Highlighting your ability to create a positive working environment will resonate well with the interviewers.
✨Demonstrate Empathy and Customer Focus
As a Telecare Team Leader, empathy is key. Be ready to share instances where you've gone above and beyond to meet customer needs. This could involve handling difficult situations or providing exceptional service. Showing that you care about the community will align with the company's values.
✨Prepare Questions for Them
Interviews are a two-way street! Prepare thoughtful questions about the team dynamics, company culture, and how success is measured in the role. This not only shows your interest but also helps you gauge if the company is the right fit for you.
