At a Glance
- Tasks: Lead a dynamic customer service team and ensure exceptional support delivery.
- Company: Join Careline365, a leader in modern telecare services.
- Benefits: Enjoy competitive salary, bonuses, generous holiday, and discounts on various services.
- Other info: Hybrid working model with excellent career growth opportunities.
- Why this job: Make a real impact by inspiring a team to deliver outstanding customer care.
- Qualifications: Proven leadership experience in customer service and strong communication skills.
The predicted salary is between 32000 - 32000 £ per year.
Lead with Purpose. Inspire Exceptional Service at Careline365. Are you ready to guide a dynamic customer services team delivering critical support at the heart of modern telecare?
Hours: 37.5 hours 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 £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
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.
Perks:
- 233 hours holiday per annum, rising to 248 hours with length of service. 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, customer-focused environment and is passionate about delivering exceptional service. The ideal candidate will bring a blend of operational expertise, technological insight, and a people‑first mindset.
Essential Criteria:
- Leadership Experience: Proven track record of managing teams in customer service or operations-focused settings.
- Operational Excellence: Skilled in overseeing day-to-day operations, driving performance improvements, and achieving business goals.
- Customer Focus: Strong commitment to customer satisfaction, with the ability to 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.
- 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 to boost team productivity and service delivery.
- Analytical Skills: Strong problem‑solving abilities and a focus on continuous improvement.
- Regulatory Awareness: Understanding of GDPR, healthcare compliance, and best practices in telecare services.
THE ROLE
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. 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 or complaints.
Key Responsibilities:
- Team Leadership & Development: Inspire, coach, and support a collaborative team; set clear expectations; and enable personal and professional growth through regular feedback, coaching, and training.
- Operational Excellence: Drive efficient service delivery, monitor KPIs and quality metrics, manage workflows, and ensure consistent adherence to operational standards and best practices.
- Client Satisfaction & Complaint Resolution: Champion positive client experiences by ensuring all interactions are empathetic, timely, and professional. Lead the resolution of complaints and complex queries, using feedback to identify improvements and prevent recurrence.
- 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.
- Compliance & Reporting: Ensure full compliance with regulatory requirements, safeguarding standards, and internal policies. Produce clear, insightful reports for senior leadership to support continuous improvement.
- Client Retention & Relationship Care: Strengthen client trust and loyalty by ensuring consistent service quality and acting on client feedback to enhance the overall experience.
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
At Careline365, we pride ourselves on being an exceptional employer that values leadership, innovation, and employee well-being. Our hybrid work model in Norwich allows for flexibility while fostering a supportive team culture, complemented by generous holiday allowances, comprehensive training, and numerous employee benefits including discounts and a robust pension scheme. Join us to inspire a dedicated customer service team and make a meaningful impact in the telecare sector, all while enjoying opportunities for personal and professional growth.
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 specific examples where you've inspired a team or resolved a tricky customer issue. These anecdotes will help you shine during interviews and demonstrate your experience.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining the Careline365 team.
We think you need these skills to ace Contact Centre Team Manager - Customer Service in Norwich
Some tips for your application 🫡
Show Your Leadership Skills:When writing your application, make sure to highlight your leadership experience. We want to see how you've inspired and developed teams in customer service settings, so share specific examples that showcase your ability to motivate and guide others.
Focus on Customer Satisfaction:Since this role is all about delivering exceptional service, emphasise your commitment to customer satisfaction. Talk about how you've resolved issues efficiently and empathetically in the past, as this will resonate with us at Careline365.
Be Clear and Concise:Your written application should be easy to read and straight to the point. Use clear language and structure your thoughts logically. Remember, we appreciate excellent communication skills, so let your writing reflect that!
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates regarding your application status.
How to prepare for a job interview at Appello
✨Know Your Stuff
Before the interview, make sure you understand the role of a Contact Centre Team Manager inside out. Familiarise yourself with Careline365's services and values, and think about how your leadership experience aligns with their mission to deliver exceptional customer service.
✨Showcase Your Leadership Skills
Prepare examples that highlight your ability to inspire and manage a team. Think about specific situations where you've successfully motivated your team or resolved conflicts. This will demonstrate your capability to lead in a fast-paced environment.
✨Emphasise Customer Focus
Be ready to discuss your approach to customer satisfaction. Share stories that illustrate your commitment to resolving issues empathetically and efficiently. This is crucial for a role that revolves around delivering high-quality telecare services.
✨Get Tech-Savvy
Brush up on your technical skills, especially if you have experience with platforms like Genesys. Be prepared to discuss how you've used technology to improve service delivery and team productivity. Showing your familiarity with digital health technologies will set you apart.
