Contact Centre Team Manager - Customer Service

Appello Careline Limited.; Norwich; Hybrid; GBP 30,000 - 34,000; Full time

Benefits offered by this job

233 hours holiday per annum

Discounts on goods and holidays

24/7 employee assistance programme

Family and friends’ discounts

Pension scheme, up to 3% matched

Free on-site parking

Job summary

Appello Careline Limited. is recruiting a Customer Services Team Manager to lead a fast-paced, tech-enabled team delivering high-quality telecare support from Norwich. You will guide daily operations, mentor staff, and ensure empathetic, efficient client interactions within a hybrid office model.

The role requires leadership experience in customer service, a strong focus on customer outcomes, and solid communication skills. DBS checks and references will be part of the pre-employment screening.

Qualifications

• Weeks of leadership experience in customer service or operations settings.
• Strong focus on customer satisfaction and issue resolution.
• Excellent verbal and written communication with stakeholders.
• Comfort with basic office software and telecare tech.

Responsibilities

• Inspire, coach, and develop a collaborative team with clear expectations.
• Drive efficient service delivery, monitor KPIs, and ensure standards.
• Resolve client issues empathetically and reduce recurrence.
• Oversee digital systems and support tech updates.
• Ensure regulatory compliance and produce leadership reports.
• Strengthen client trust through consistent service quality.

Skills

Leadership experience

Operational excellence

Customer focus

Communication

Technical proficiency

Team management

Tools

Microsoft Office

Genesys

Job description

CONTACT CENTRE TEAM MANAGER: CUSTOMER CARE

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?

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.

If you're a people‑first leader who thrives in a fast‑paced, tech‑enabled environment, this is your opportunity to make a real impact and shape the future of customer care at Careline365.

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 £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: 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.

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
• 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

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. Experience managing an outbound team with KPIs and AHTs.
• 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.

OTHER INFORMATION

This is an exciting time atCareline365 - 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.