Job Description

CUSTOMER CONTACT CENTRE - TEAM MANAGER

Lead with Purpose. Inspire with Impact. Are you ready to take the reins of a high-performing team at the forefront of telecare innovation?

We're looking for a passionate Team Manager to drive excellence in service delivery and sales, ensuring our clients receive exceptional care in a fast-paced, tech-driven environment. If you're a natural leader who thrives on making a difference, this is your opportunity to shape the future of telecare.

?Hours: 37.5

hours per week

Shift pattern: Flexible hours between 8am-8pm across Monday to Sunday

Salary: 28,500 per annum with monthly PRP (300)

Location: Hybrid, Norwich

This role is a UK based role and any hybrid/remote work must also be within the UK.

Start Date : ASAP

For this role, you need 5mpbs upload and 15mpbs download internet speed

Perks

248 hours of annual leave entitlement.

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% Company matched Private Medical Cover - Personal Free on-site parking

WHAT WE ARE LOOKING FOR

We're seeking a dynamic and experienced leader to join our team, someone who thrives in a fast-paced, customer-focused environment and is passionate about delivering exceptional service. The ideal candidate will bring a blend of operational expertise, technological insight, and a people-first mindset.

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Essential Criteria

Leadership Experience

: Proven track record of managing teams in customer service or operations-focused settings.

Operational Excellence

: Skilled in overseeing day-to-day operations, driving performance improvements, and achieving business goals.

Customer Focus

: Strong commitment to customer satisfaction, with the ability to resolve issues efficiently and empathetically.

Communication

: Excellent verbal and written communication skills, capable of engaging effectively with clients, staff, and senior stakeholders.

Technical Proficiency

: Basic proficiency in Microsoft Office.

Team Management

: Ability to motivate, develop, and manage a diverse team.
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Desirable Criteria

Industry Experience

: Background in contact centre environments, ideally within telecare, healthcare, or technology-driven services.

Advanced Office Skills

: Enhanced expertise in Microsoft Office tools.

Technology Familiarity

: Understanding of telecare platforms and digital health technologies.

Sales & Retention

: Ability to identify sales opportunities and enhance customer retention strategies in service-based industries.

Genesys Platform Knowledge

: Experience with Genesys, including configuration, performance monitoring, and troubleshooting to boost team productivity and service delivery.

Analytical Skills

: Strong problem-solving abilities and a focus on continuous improvement.

Regulatory Awareness

: Understanding of GDPR, healthcare compliance, and best practices in telecare services.

THE ROLE

The Team Manager will oversee a dynamic team responsible for delivering high-quality telecare services to our clients, and sales into the business. You will ensure the smooth operation of the team, monitor performance, and maintain the high standards expected in a fast-paced, technology-driven environment. This role involves both leadership and hands-on management to ensure our services run effectively and that our clients receive outstanding care and support

Key Responsibilities:

Team Leadership & Development

: Inspire and manage a collaborative team, set clear goals, and support career growth through regular feedback and training.

Operational Excellence

: Drive efficient service delivery, monitor KPIs, and ensure compliance with industry standards.

Client Satisfaction

: Champion outstanding client experiences, resolve issues promptly, and maintain high service standards.

Technology Integration

: Oversee digital platforms, support system updates, and ensure the team is tech-savvy and well-trained.

Compliance & Reporting

: Maintain regulatory compliance and provide insightful performance reports to senior leadership.

Client Retention

: Strengthen client relationships, implement retention strategies, and act on feedback to enhance service.

Sales & Growth

: Collaborate with sales and marketing to identify upsell opportunities and support business development.

READY TO APPLY

If you are interested in this role please upload your

CV

and answer a few questions about yourself

OTHER INFORMATION

This is an exciting time at Careline365 - 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.