Customer Care Representative - Sales

Careline365; Norwich; Hybrid; GBP 25,000; Full time

Job summary

A leading telecare service provider in Norwich is seeking an Outbound Telecare Upgrades Executive. In this hybrid role, you will handle both inbound and outbound communications, guiding customers towards essential telecare solutions. Ideal candidates are empathetic communicators with a proven sales background, able to thrive in a dynamic environment. This position offers a salary of GBP24,004.50 per annum plus opportunities for KPI-related increases.

Benefits

233 hours holiday rising to 248 hours with length of service

Discounts on groceries, shopping, and more

24/7 employee assistance programme

Family and friends' discounts

Pension scheme with company match

Free on-site parking

Qualifications

• Experience in sales or direct customer contact, ideally in a contact centre.
• Resilient and self-motivated.
• Ability to connect with people and understand their needs.

Responsibilities

• Respond to inbound sales enquiries.
• Make outbound calls to follow up on leads.
• Recommend tailored telecare solutions.
• Build rapport with customers.

Skills

Empathetic communication

Sales ability

Customer engagement

Job description

Overview

OUTBOUND TELECARE UPGRADES EXECUTIVE

Hours: 37.5 hours per week. Shift pattern: 5 days a week, between Monday and Sunday, a 7.5 hour shift from 08:00 to 20:00. Salary: GBP24,004.50 per annum (GBP12.31 ph) with the opportunity to increase with KPIs up to 20%. Location: Norwich - Hybrid. Start Date: 06/10/2025.

Training

You need to be able to commit to 2 weeks of full-time training, Monday to Friday 09:30 - 17:30.

Appello Perks

• 233 hours holiday rising to 248 hours with length of service. This includes bank holidays that you will work 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.

About You

You're an empathetic communicator with a passion for helping others and a proven ability in sales or direct customer contact. You thrive in dynamic environments, enjoy achieving targets, and take pride in guiding individuals, families, and caregivers to the right telecare solution.

You're results-driven, resilient, and self-motivated – someone who doesn't just meet KPIs but aims to exceed them. You're skilled at building rapport over the phone and digital channels, listening actively, and translating customer needs into tailored recommendations. You have the ability to connect with people, understand their circumstances, and help them benefit from life-enhancing telecare services.

You will have experience in sales and direct contact with the public, ideally within a contact centre environment and outbound dialing.

The Role

The Contact Centre Representative is responsible for both responding to inbound sales enquiries and proactively reaching out to potential and lapsed customers. This role connects individuals, families, and caregivers with telecare solutions that support independent living, safety, and peace of mind. Through empathetic communication, product knowledge, and a customer-first approach, you’ll ensure every interaction leads to a positive experience and contributes to sales targets and business growth.

Main Responsibilities & Activities

• Respond to inbound sales enquiries via phone, email, and digital channels, providing expert guidance on telecare products and services.
• Make outbound calls to follow up on leads, engage lapsed customers, and identify new sales opportunities through proactive outreach.
• Understand customer needs—often involving elderly or vulnerable individuals—and recommend tailored telecare solutions that promote safety and independence.
• Build rapport and trust with individuals, families, and caregivers through empathetic, respectful, and professional communication.
• Achieve and exceed sales targets, conversion rates, and other KPIs set by the business.
• Accurately record customer interactions, sales activity, and personal information in CRM and order processing systems, ensuring compliance with data protection regulations (e.g., GDPR).
• Coordinate with internal teams (e.g., installation, support, and technical services) to ensure a smooth transition from sale to service delivery.
• Stay up to date on product offerings, pricing structures, and industry developments through regular training and team updates.
• Provide feedback from customer interactions to help improve services, marketing, and product offerings.
• Support promotional campaigns and seasonal sales initiatives through outbound calling and follow-ups.
• Support other areas of the contact centre depending on the business needs.

Ready to Apply

If you are interested in this role please upload your CV and answer a few questions about yourself. For more hints and tips check out our guide here!

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 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.