Telecare Team Leader Annual Salary: £26,325 - £28,500 (depending on experience) plus £2,000 on-call bonus Location: Hybrid - Norwich Job Type: Full-time Hours: 37.5 hours per week Shift Pattern: Tuesday - Saturday (2-week rota: Week 1, 08:00 - 16:30; Week 2, 11:30 - 20:00) Start Date: ASAP Join our clients team as a Telecare Team Leader and play a crucial role in managing the Centre to provide exceptional service to customers. This position is ideal for someone with a passion for community service and experience in managing customer-facing teams, preferably in a call centre environment. Day-to-day of the role: People Management: Motivate and maintain a positive working environment for the team. Address team members' feedback and resolve conflicts. Conduct staff appraisals, one-to-ones, reviews, and provide training. Manage performance, including reviews, non-conformance meetings, and implementing performance improvement plans. Handle absence management and execute company policies regarding return-to-work processes. Monitor KPIs, suggest and implement strategies to meet them while maintaining TSA standards. Participate in the recruitment process and manage the staff rota in coordination with the Resource and Capacity Planner to ensure cost-effective coverage. Provide 24/7 support to staff on a 5-week rotational basis, including managing disaster recovery scenarios. Occasionally perform Emergency Call Handling to support the team during high call volumes or compliance drops, and to upskill direct reports. Required Skills & Qualifications: Experience in managing people, ideally within a customer-facing team or call centre environment. Strong understanding of Excel and other Microsoft Office packages. Efficient working style with the ability to think on your feet. Excellent communication and leadership skills. A genuine desire to help the community and be empathetic towards customers' needs. Benefits: 31 days holiday rising to 33 with length of service, including bank holidays worked. Discounts on groceries, shopping, holidays, insurance, dining out, and more. 24/7 employee assistance programme accessible via an app. Family and friends discounts on our services & products. Pension Scheme with up to 3% employer's contribution. Free on-site parking. To apply for the position, please submit your CV to or APPLY ONLINE.