CUSTOMER CARE TEAM MANAGER
Hours: 37.5 hours per week
Shift pattern: Monday - Friday 09:00-17:30 with the occasional rota'd evening or weekend shift dependant on business needs.
Salary: £28,000 per annum with the opportunity to increase with KPI's
Location: Norwich - Hybrid
Start Date: 06th May 2025
Appello Perks
* 233 hours holiday rising to 248 hours 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% Company matched.
* Free on-site parking.
ABOUT YOU
You must possess a genuine desire to help the community, be empathetic, and attentive to our customer’s needs.
You will have proven experience in managing a team within a customer service or operations focused environment. Ideally, you would have experience in a contact centre environment.
You have strong leadership skills with the ability to motivate, develop, and manage a diverse team. You also have a strong commitment to customer satisfaction, with the ability to address and resolve issues efficiently. You have the ability to identify sales opportunities and enhance customer retention strategies within a service-based industry.
Your verbal and written communication skills are excellent, with the ability to interact with clients, staff, and senior management effectively.
Within your experience, you will be used to managing day-to-day operations, driving performance improvements, and achieving business objectives.
As a technology-based company, familiarity with telecare platforms and digital health technologies would be a bonus!
We use a platform called Genesys; experience with this (including configuration, performance monitoring, and troubleshooting to improve team productivity and service delivery) would be advantageous.
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 areas of responsibility
1. Team leadership & Development
2. Operational Management
3. Client Care & Satisfaction
4. Technology Integration & Monitoring
5. Compliance & Reporting
6. Client Retention & Relationship Management
7. Sales & 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, 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.
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