Telecare Team Leader

Appello UK; Norwich; Hybrid; GBP 30,000 - 36,000; Full time

Benefits offered by this job

Holiday allowance

Employee discounts

24/7 employee assistance programme

Family and friends discounts

Pension scheme

Free on-site parking

Job summary

Appello UK, via Careline365, is looking for a Telecare Team Leader to guide a team of Emergency Call Handlers in Norwich. This hybrid role combines people leadership with frontline service delivery to ensure vulnerable customers receive timely, high‑quality support when they need it most.

You will drive performance, run regular appraisals, manage on‑call duties, and collaborate with colleagues across departments to improve operations while upholding safeguarding and data‑protection standards.

Qualifications

• Experience leading teams in a customer service or operations setting.
• Experience in fast-paced contact centre environments.
• Strong leadership and people-management skills.
• Experience managing performance, KPIs and operational delivery.
• Ability to prioritise workload and manage multiple tasks.

Responsibilities

• Lead, motivate and develop a team of Emergency Call Handlers.
• Oversee day-to-day operations and achieve service levels and KPIs.
• Support escalation handling and resolve operational challenges.
• Coach and mentor staff to improve service quality and performance.
• Ensure safeguarding, data protection and regulatory requirements are followed.

Skills

Team leadership

People management

Performance management

Customer service

Communication

On-call experience

Job description

TELECARE TEAM LEADER

Lead from the front, support your team in delivering life‑saving services and make a real difference to vulnerable customers every single day. Hours: 37.5 hours per week average Shift pattern: Your hours will be scheduled between 06:00 and 21:00, Monday to Sunday. Please see the proposed pattern down below (the pattern may change depending on business needs as per your contracted hours) Salary: £30,000 per annum plus £2,000 on call bonus. Location: Hybrid - Norwich 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 if required.

Careline365 Perks

• 248 hours holiday rising to 263 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% employers contribution
• Free on-site parking

About You

You’ll be a calm, confident and supportive leader who thrives in a fast‑paced environment and is motivated by making a difference.

You’ll bring:

• A strong customer‑first mindset and commitment to delivering excellent service
• Clear and confident communication skills, both written and verbal
• A flexible approach to working patterns, including on‑call responsibilities
• Strong problem‑solving and analytical skills, with a focus on continuous improvement
• The ability to remain calm and make sound decisions in high‑pressure situations
• A proactive and innovative mindset, with a willingness to suggest new ideas
• A collaborative and supportive approach when working with colleagues and stakeholders

THE ROLE

We’re looking for a passionate and people‑focused Telecare Team Leader to join our Alarm Response Centre (ARC) team. This is a highly rewarding role where you’ll lead a team of Emergency Call Handlers, ensuring customers receive safe, timely and high‑quality support when they need it most.

Our customers include elderly and vulnerable individuals who rely on our service during emergencies. As a Team Leader, you’ll play a crucial role in ensuring calls are handled efficiently and supporting your team in meeting key service targets, including answering the vast majority of calls within strict timeframes.

You’ll be responsible for the day‑to‑day management, development and performance of your team, while contributing to the wider operational running of the centre.

As a Telecare Team Leader, you’ll combine people leadership, operational oversight and service excellence, including:

what You'll Be Doing

Team leadership and development

• Leading, motivating and developing a team of 10-15 Emergency Call Handlers
• Managing day‑to‑day team performance, setting objectives and providing regular feedback
• Conducting one‑to‑ones, performance reviews and supporting career development
• Coaching and mentoring colleagues to improve service quality and performance
• Managing attendance, absence and performance processes in line with company policy

Operational delivery

• Overseeing daily operations and ensuring service levels and KPIs are met
• Supporting the resolution of escalated issues and operational challenges
• Monitoring performance data and reporting on team effectivenessCollaborating with other departments to improve processes and customer experience

Customer care and service quality

• Ensuring every customer receives a high standard of telecare support
• Handling complaints and complex queries in a timely and professional manner
• Working closely with customer service and technical teams to ensure seamless delivery

Technology, compliance and improvement

• Supporting the use and optimisation of telecare platforms and systems
• Ensuring compliance with safeguarding, data protection and regulatory requirements
• Identifying opportunities for continuous improvement across service delivery
• Supporting reporting and sharing insights with senior management

Planning And On‑call Responsibilities

• Supporting rota planning to ensure appropriate staffing levels
• Assisting with annual leave approvals when required
• Participating in a 24/7 on‑call rota, providing support with operational, technical or absence‑related issues
• Supporting business continuity and incident response where needed

WHAT WE ARE LOOKING FOR

• Experience managing or supervising teams in a customer service or operations environment
• Experience working in a contact centre or similar fast‑paced setting
• Strong leadership and people management skills
• Experience managing performance, KPIs and operational delivery
• Ability to prioritise workload and manage multiple tasks effectively
• Strong communication and stakeholder management skills

Desirable

• Experience in telecare, healthcare or technology‑driven services
• Familiarity with telecare platforms or digital health technologies
• Experience using systems such as Genesys
• Knowledge of medical conditions or triaging approaches

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.

• CV ScreeningWe’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!
• Informal ChatA relaxed conversation where we can get to know each other better. We’ll discuss your background, career aspirations, and answer any questions you have about the role and life at our company.
• 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!
• Formal Interview (Approx. 60 minutes)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.

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 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.