Contact Centre Representative - Care - Full-Time

Appello UK; Norwich; Hybrid; GBP 25,000; Full time

Job summary

A customer service organization in Norwich seeks a Contact Centre Representative to deliver outstanding customer experiences through various communication channels. The role involves engaging with customers, taking inbound calls, and making follow-up calls, with a strong emphasis on quality and satisfaction. The ideal candidate should have at least a year of customer service experience, a passion for helping others, and the ability to navigate multiple systems. Competitive salary and a range of perks are offered, including training and discounts.

Benefits

233 hours of holiday including bank holidays

Employee discounts on various services

24/7 employee assistance program

Pension scheme, up to 3% Company matched

Free on-site parking

Qualifications

• Minimum of a year’s experience in a customer-facing role.
• Genuine desire to help the community and assist customers.
• Ability to navigate multiple computer systems.

Responsibilities

• Engage with customers providing exceptional service and support.
• Take inbound calls and make outbound follow-up calls.
• Collaborate closely with all departments to maintain service quality.

Skills

Customer service skills

Empathy

Attention to detail

CRM navigation

Job description

🤩CONTACT CENTRE REPRESENTATIVE

❤️Contact Centre Representative – Driving Excellence at Every Touchpoint

Are you passionate about delivering outstanding customer experiences? In this dynamic role, you’ll be the frontline ambassador for C365, engaging with customers through calls, emails, and chats to provide timely, accurate, and empathetic support. Whether responding to enquiries, exploring customer needs, or collaborating across departments, you’ll play a pivotal role in ensuring every interaction reflects the quality and reliability of our services. If you thrive in a fast-paced environment and love turning queries into solutions, this is your opportunity to make a real impact.

📅 Hours & Shift Pattern

37.5hrs per week // 5 days a week, Monday - Sunday between the hours of 09:00-17:30

💸 Salary

£24,004.50 per annum (£12.31 ph with the opportunity to increase with KPI's up to 20%)

📍 Location

Norwich-Hybrid

📆 Start Date

02/02/2026

Perks

• You need to be able to commit to 2 weeks of Full Time Training, Monday - Friday 09:30 - 17:00
• 233 hours holiday. 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% Company matched
• Free on-site parking

About You

You must possess a genuine desire to help the community, be empathetic and attentive to our customer’s needs.

You will have had minimum of a years experience in a customer facing role and have great customer service skills. It would be advantageous if you have worked in a contact centre.

The role is computer based so you need to be able to navigate around multiple systems - CRM knowledge would be great, but all training is given.

THE ROLE

The heart of the role is a passion for quality and producing high levels of customer satisfaction, through highly motivated and target driven people.

You will be engaging with our customers providing exceptional service and support, receiving enquires and exploring additional requirements.

In this role you will be taking inbound calls from new and existing customers, making outbound follow-up calls to help customers with their enquires.

This requires working closely with all departments in C365 while ensuring that quality and accuracy and outstanding customer service is maintained throughout.

Ready to apply

If you are interested in this role please upload your CV and answer a few questions about yourself.

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.