Customer Service Team Leader

Appello Careline Limited.; Oregon House (CA); Hybrid; GBP 25,000 - 28,000; Full time

Job summary

Join a forward-thinking company as a Customer Services Team Leader in the Telecare Admin Team. This role offers the chance to lead a dedicated team, ensuring top-notch customer service while managing performance and service improvements. With a hybrid work model, you will engage with key stakeholders and play a vital role in enhancing operational efficiency. The company is committed to equal opportunities and offers an exciting environment for career growth. If you're passionate about customer service and team leadership, this position is perfect for you.

Benefits

217 hours holiday rising to 231

Discounts on groceries and shopping

24/7 employee assistance programme

Family and friends’ discounts

Pension Scheme, up to 4% Company matched

Smart Tech Benefit

Cycle to Work

Free onsite parking

Qualifications

• Experience in Telecare Admin Team with leadership experience.
• Proficient in managing customer inquiries and issues.

Responsibilities

• Provide line management for the Telecare Admin Team.
• Ensure customer-centric approach and first-stage resolution.

Skills

Team Leadership

Technical Grasp

Performance Monitoring

Customer Service

Written Communication

Verbal Communication

Tools

Numbus

Oysta

Job description

CUSTOMER SERVICES TEAM LEADER (Telecare Admin)

INTERNAL ONLY 6 Month secondment

Hours: 35 hours per week on average

Shift pattern: Monday - Sunday shifts between 8am - 10pm in line with business needs

Salary: starting at £25,500 and rising to £27,500 on successful completion of probation

Location: Hybrid

Start Date: 06th June 2025

Perks:

• 217 hours holiday rising to 231
• Discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more
• 24/7 employee assistance programme
• Family and friends’ discounts on our services & products
• Pension Scheme, up to 4% Company matched
• Smart Tech Benefit
• Cycle to Work
• Free onsite parking

ABOUT YOU

You have experience working in or with the Telecare Admin Team, ideally with some team leadership experience.

You are capable of grasping technical information, especially when investigating customer issues or managing product inquiries.

You have experience monitoring performance and developing and implementing service improvement projects.

You are highly proficient in written and verbal communication.

THE ROLE

To provide line management for the Telecare Admin Team (TCA) and maintain an efficient and effective department.

The TCA Team supports Telecare operations, including but not limited to parked incidents, reports and alerts, Numbus and Oysta platforms. Team members will deliver excellent customer service and maintain knowledge of the business. The Team Leader will ensure a customer-centric approach, act as a point of escalation, and aim for first-stage resolution, engaging with key stakeholders across the business.

The TCA team plays a vital role in monitoring and administrative support. The jobholder will assess, manage, and deploy resources according to business needs and growth plans, interacting with employees within Appello, including Management, Telecare, Out of Hours, and Customer Services.

The Team Leader will ensure delivery of first-class Telecare support by enabling team performance, managing KPIs and targets.

*Full job description available on request

READY TO APPLY

If interested, please upload your CV and tell us more about yourself.

OTHER INFORMATION

This is an exciting time at the Appello group. We are expanding and offer exceptional career opportunities. We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinions, race, sex, marital status, age, or disability.

If you require assistance during the recruitment process, please contact the careers team at 01425 626337.