Customer Service Manager

Appello UK; Norwich; Hybrid; GBP 45,000 - 50,000; Full time

Job summary

A leading telecare service provider is seeking an experienced Customer Service Manager in Norwich to lead a high-performing team. This hybrid role focuses on ensuring outstanding customer service and operational excellence, with key responsibilities in service delivery and account management. Ideal candidates will have proven leadership skills, experience in customer service operations, and a passion for driving improvement. Competitive salary and benefits included.

Benefits

248 hours annual leave including bank holidays

Individual Private medical cover

Employee discounts on shopping, holidays, insurance

24/7 employee assistance programme

Pension scheme 3% Company matched

Smart Tech Benefit Scheme

Free on-site parking

Qualifications

• Proven leadership experience at departmental or service level.
• Skilled in managing customer service operations and technical support.
• Effective team leader focused on accountability and high performance.

Responsibilities

• Oversee all aspects of member accounts and financial processes.
• Direct dispatch and supply chain activities.
• Deliver strategic direction for subscription services.

Skills

Leadership

Customer service operations management

Budget management

SLA compliance

Problem-solving

Education

Professional qualification in leadership or management

8 GCSEs at Grade C or above (or equivalent)

Tools

Customer Service Platforms

Genesys

Business Central

Job description

Overview

Join a growing team and make a difference to people’s lives. We’re looking for a Customer Service Manager who is passionate about leading teams, delivering outstanding customer experiences, and upholding the highest standards in a fast-growing business.

Customer Service Manager Opportunity – Lead and Inspire Our Customer Care Team

Hours: 37.5 per week between Monday & Friday 08:00-18:00

Salary: £45-50,000pa dependent on experience

Location: Hybrid – Norwich minimum 70% in office

Start Date: ASAP

• 248 hours annual allowance including bank holidays
• Individual Private medical cover
• Employee discounts on shopping, holidays, insurance, restaurants and more
• 24/7 employee assistance programme
• Pension scheme 3% Company matched
• Smart Tech Benefit Scheme
• Free on-site parking

About The Customer Service Manager Role

The Customer Service Manager is the driving force behind a high-performing, member-first operation that blends customer service, technical support, accounts, dispatch, and systems into one seamless function. With full accountability for service leadership and delivery, this role ensures every interaction is professional, efficient, and compassionate.

A key mission: achieve and sustain a Trustpilot score of 4.8, securing our position as the UK’s leading direct-to-consumer telecare provider. This demands relentless focus on quality, operational excellence, and a frictionless customer journey.

More than a manager, the Head of Service is a change-maker—setting the pace, shaping culture, and leading transformation. They anticipate future needs, champion innovation, and drive continuous improvement to build trust, loyalty, and long-term resilience.

This is a role for bold leadership, not business-as-usual. It’s about redefining what outstanding telecare looks like—and making it the standard.

Key Responsibilities – Customer Service Team Leadership

3. Accounts Administration Oversee all aspects of member accounts and financial processes, ensuring accuracy, compliance, and timely delivery against agreed SLAs to protect both service integrity and commercial performance.

4. Dispatch and Operations Direct dispatch and supply chain activities, ensuring the efficient scheduling, stock management, and delivery of equipment and services to consistently meet member expectations.

5. Subscription Services Provide strategic direction, ensure alignment with Finance, and hold ultimate accountability for subscription revenue protection and operational delivery.

• Leadership and Culture Inspiring a high-performing, member-focused workforce that thrives on accountability, collaboration, and continuous improvement. In short, the Head of Service is entrusted to raise the bar, protect the brand, and accelerate growth, ensuring the organisation remains the benchmark for trust, quality, and leadership within the telecare sector
• 2. Customer and Technical Support Delivering world-class standards that ensure consistency, reliability, and compassion in every interaction.
• Service – Oversee customer and technical support functions, ensuring all inbound calls, queries, and complaints are handled within agreed SLAs.
• Resolution – Drive first-call resolution and ensure effective management of callbacks, escalations, and complaint investigations.
• Records – Maintain accurate records of interactions, technical faults, and resolutions to support compliance, reporting, and improvement.
• Feedback – Provide structured feedback on recurring issues, service gaps, and product performance to inform process and product improvements.
• Collaboration – Collaborate with other departments to ensure seamless handoffs and clear accountability for outcomes.
• Accounts – Manage member accounts, including daily reconciliation, payment processing, invoicing, and record-keeping.
• SLAs – Ensure all account-related tasks meet agreed SLAs, with timely corrective action where performance risks arise.
• Compliance – Safeguard financial compliance and support accurate reporting through Business Central and other systems.
• Budgets – Take accountability for budgets, controlling costs and identifying efficiencies without compromising quality.
• Dispatch – Support dispatch operations, ensuring resources are coordinated to meet response times and service standards.
• Stock – Oversee scheduling, stock management, and allocation of equipment and devices to ensure reliable delivery.
• Transactions – Maintain oversight of POS processes for dispatch, ensuring accuracy in transactions, integration with accounts, and audit readiness.
• Performance – Monitor operational and supply chain performance, using KPIs to drive efficiency and member satisfaction.
• Revenue – Safeguard subscription income through accurate billing, amendment handling, and rigorous credit control.
• Collections – Oversee proactive collection strategies and ensure timely recovery of outstanding balances.
• Amendments – Ensure upgrades, downgrades, cancellations, and other subscription changes are processed quickly and accurately.
• Order to Cash – Maintain oversight of the end-to-end order-to-cash process, ensuring accuracy, compliance, and minimal disputes.
• Insight – Produce clear analysis of debt recovery, subscription trends, and performance to inform decision-making.

Direction – Provide leadership and strategic direction, ensuring high-quality, efficient, and member-focused outcomes.

Team – Build, motivate, and develop a resilient, high-performing team with a culture of professionalism, care, and accountability.

Training – Drive staff training and support, ensuring all users are competent, confident, and maximising system capability.

Well-being – Promote staff well-being, resilience, and safe working practices.

About You – Skills & Experience

We’re Looking For

• Experience
• Proven leadership experience at departmental or service level.
• Skilled in managing customer service operations and technical support, ensuring SLA compliance.
• Experienced in developing Standard Operating Procedures (SOPs), training programmes, and compliance frameworks.
• Strong background in budget management, cost control, and financial reporting.
• Familiar with Technology Enabled Care, health and social care, or regulated service sectors.
• Knowledgeable in commissioning frameworks and collaboration with local authorities or the NHS.

• Demonstrated ability to manage budgets and deliver against financial targets.
• Effective team leader with a focus on accountability and high performance.
• Proficient in Customer Service Platforms and scheduling/dispatch systems.
• Strong grasp of customer service best practices and SLA management.
• Skilled in problem-solving related to systems, customer issues, and operational challenges.
• Familiar with dialler platforms and technologies such as Genesys and Business Central.
• Experience in order fulfilment and operational efficiency.

Personal Attributes

• Excellent communicator with strong interpersonal skills, able to engage stakeholders at all levels.
• Resilient and calm under pressure, with a decisive and solution-focused approach.
• Proactive and forward-thinking, with a track record of anticipating challenges and implementing improvements.
• Inspirational leader who fosters collaboration, innovation, and continuous learning.

Qualifications & Training

• 8 GCSEs at Grade C or above (or equivalent).
• Minimum of 2 years in a departmental leadership role.
• Holds a professional qualification in leadership, management, or a relevant discipline.
• Previous experience in a Head of Department role.
• Demonstrated ability to manage budgets and deliver against financial targets.
• Effective team leader with a focus on accountability and high performance.
• Proficient in Customer Service Platforms and scheduling/dispatch systems.
• Strong grasp of customer service best practices and SLA management.
• Skilled in problem-solving related to systems, customer issues, and operational challenges.
• Familiar with dialler platforms and technologies such as Genesys and Business Central.
• Experience in order fulfilment and operational efficiency.
• Excellent communicator with strong interpersonal skills, able to engage stakeholders at all levels.
• Resilient and calm under pressure, with a decisive and solution-focused approach.
• Proactive and forward-thinking, with a track record of anticipating challenges and implementing improvements.
• Inspirational leader who fosters collaboration, innovation, and continuous learning.

Why Apply

• This is an exciting time to join our business as we continue to grow and innovate
• We offer a supportive, inclusive work environment with excellent career progression opportunities
• You will truly help shape our customer journey and be part of a team that values your ideas

How to Apply

Ready to Apply?

If you want to join us as our new Customer Service Manager, please upload your CV and complete the application questions so we can get to know you better!

Recruitment Information

Further Information on Our Recruitment Process

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 during the recruitment process, please get in touch with our careers team on 01425 626337.

Apply now and become part of our success story!