Contact Centre Representative - Care - Full-Time

Appello Careline Limited; Norwich; Hybrid; GBP 25,000; Full time

Job summary

A leading customer service provider in Norwich is seeking a Contact Centre Representative to deliver outstanding customer experiences. In this role, you will engage with customers via calls, emails, and chats, ensuring timely and empathetic support. You should have at least one year of experience in a customer-facing role, be empathetic, and possess strong customer service skills. The position offers a hybrid work model and competitive salary, along with a range of attractive perks.

Benefits

233 hours annual leave

Discounts on groceries and shopping

24/7 employee assistance programme

Family and friends' discounts

Pension scheme

Free on-site parking

Qualifications

• Minimum of one year’s experience in a customer-facing role.
• Empathy and attentiveness to customer needs are essential.
• Experience in a contact centre is advantageous.

Responsibilities

• Engage with customers through calls, emails, and chats.
• Provide accurate and empathetic support to customer enquiries.
• Collaborate with various departments to ensure quality service.

Skills

Customer service skills

Empathy

Ability to navigate multiple systems

CRM knowledge

Job description

🤩CONTACT CENTRE REPRESENTATIVE

❤️Contact Centre Representative – Driving Excellence at Every Touchpoint

Are you passionate about delivering outstanding customer experiences? In this dynamic role, you’ll be the frontline ambassador for C365, engaging with customers through calls, emails, and chats to provide timely, accurate, and empathetic support.

Whether responding to enquiries, exploring customer needs, or collaborating across departments, you’ll play a pivotal role in ensuring every interaction reflects the quality and reliability of our services. If you thrive in a fast-paced environment and love turning queries into solutions, this is your opportunity to make a real impact.

📅Hours &Shift Pattern :37.5hrs per week // 5 days a week,Monday - Sunday between the hours of09:00-17:30

💸Salary:£24,004.50 per annum (£12.31 ph with the opportunity to increase with KPI's up to 20%)

📍Location: Norwich-Hybrid

📆Start Date : 02/02/2026

You need to be able to commit to 2 weeks of Full Time Training, Monday - Friday 09:30 - 17:00

😎 Perks

• 233 hours holiday. 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 had minimum of a yearsexperience in a customer facing roleand have great customer service skills. It would be advantageous if you have worked in a contact centre.

The role is computer based so you need to be able to navigate around multiple systems - CRM knowledge would be great,but all training is given.

🎧THE ROLE

The heart of the role is a passion for quality and producing high levels of customersatisfaction, through highly motivated and target driven people. You will be engaging with our customers providing exceptional service and support, receiving enquires and exploring additional requirements.

In this role you will betaking inbound calls from new and existing customers, making outbound follow-up calls to help customers with their enquires.

This requires working closely with all departments in C365 while ensuring that quality and accuracy and outstanding customer service is maintained throughout.

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.