Contact Centre Team Manager (Customer Care)
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.
#J-18808-Ljbffr”, “datePosted”: “2026-05-21”, “hiringOrganization”: { “@type”: “Organization”, “name”: “Appello UK”, “sameAs”: “https://uk.whatjobs.com/pub_api__cpl__438875431__4861?utm_campaign=publisher&utm_medium=api&utm_source=4861&geoID=213” }, “jobLocation”: { “@type”: “Place”, “address”: { “@type”: “PostalAddress”, “addressLocality”: “Norwich” } } }Contact Centre Team Manager (Customer Care)
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.
#J-18808-Ljbffr…