Contact Centre Team Manager - Customer Service

Appello UK; Norwich; Hybrid; GBP 29,000 - 35,000; Full time

Benefits offered by this job

Holiday allowance

Discounts on groceries and holidays

Employee assistance programme (EAP)app

Family and friends discounts

Pension scheme (3% matched)

Free on-site parking

Job summary

Careline365 in Norwich is seeking a Customer Services Team Manager to lead a dynamic, hybrid team delivering telecare support. You will drive service excellence, coach staff, and ensure empathetic, efficient client interactions.

The role covers 37.5 hours weekly, with flexible shifts between 8:00 and 20:00, starting Sep/Oct 2026. Benefits include holiday allowance, discounts, EAP app, pension, and free on-site parking.

Qualifications

• Proven leadership experience managing teams in customer service or operations.
• Track record of improving performance and delivering business goals.
• Strong commitment to customer satisfaction and empathetic issue resolution.
• Excellent communication skills with staff and clients.
• Basic proficiency in Microsoft Office.

Responsibilities

• Inspire, coach and support a collaborative team with clear expectations.
• Monitor KPIs and quality metrics to drive service excellence.
• Lead on complaint resolution and client feedback to prevent recurrence.
• Ensure effective use of technology to deliver high-quality service.
• Produce reports for senior leadership to support improvement.

Skills

Leadership Experience

Operational Excellence

Customer Focus

Communication

Technical Proficiency

Team Management

Tools

Microsoft Office

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

Pre‑employment screening

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.

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.

You will be notified if you are through to each stage via email so keep an eye out!

• CV Screening – We'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!
• 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!
• 1st Stage Interview – A relaxed conversation where we can get to know each other better. 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.
• 2nd Stage Interview (Approx. 60 minutes) – Our final stage is an in‑person interview in our Norwich office. You'll be presented with an interview brief you will need to discuss during your interview and asked some follow‑up questions based on your actions. This gives you the chance to demonstrate how you'd approach real‑life scenarios relevant to the role, while also meeting more of the team.

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 - 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.