Hybrid Team Lead: Customer Care & Ops

Appello Careline Limited.; Norwich; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading telecare service provider in Norwich is looking for a passionate Team Manager to drive service delivery excellence in a dynamic environment. You will lead a team to ensure high standards in client care and operational performance, with a focus on innovation and customer satisfaction. The role involves leadership, performance monitoring, and hands-on management. Candidates must have a strong background in customer service leadership and be skilled in team development and operational excellence. This hybrid role offers competitive pay and solid perks.

Benefits

248 hours of annual leave

Employee discounts on various services

24/7 employee assistance programme

Family and friends discounts

Pension Scheme with up to 3% match

Private Medical Cover

Free on-site parking

Qualifications

• Proven track record of managing teams in customer service or operations-focused settings.
• Skilled in overseeing day-to-day operations and driving performance improvements.
• Strong commitment to customer satisfaction and problem resolution.

Responsibilities

• Inspire and manage a collaborative team, set clear goals, and support career growth.
• Drive efficient service delivery, monitor KPIs, and ensure compliance with standards.
• Champion outstanding client experiences and strengthen client relationships.

Skills

Leadership Experience

Operational Excellence

Customer Focus

Communication

Technical Proficiency

Team Management

Tools

Microsoft Office

Genesys

Job description

A leading telecare service provider in Norwich is looking for a passionate Team Manager to drive service delivery excellence in a dynamic environment. You will lead a team to ensure high standards in client care and operational performance, with a focus on innovation and customer satisfaction. The role involves leadership, performance monitoring, and hands-on management. Candidates must have a strong background in customer service leadership and be skilled in team development and operational excellence. This hybrid role offers competitive pay and solid perks.