Hybrid Customer Services Team Lead | Empathy & Excellence

Appello Careline Limited; Norwich; Hybrid; GBP 27,000 - GBP 32,000; Full time

Job summary

A leading telecare service provider based in Norwich is seeking a Customer Services Team Manager. This role involves overseeing a dynamic team to deliver exceptional service in a fast-paced environment. The successful candidate will be a people-first leader with a proven track record in managing teams, ensuring operational excellence, and maintaining high service standards. Key responsibilities include team leadership, performance monitoring, and ensuring compliance with policies. The position offers flexible hours and a salary of up to £32,000 per annum.

Benefits

248 hours holiday including bank holidays

Discounts on groceries, shopping, and restaurants

24/7 employee assistance programme

Family and friends’ discounts

Pension Scheme, up to 3% Company matched

Free on-site parking

Qualifications

• Proven track record of managing teams in customer service or operations-focused settings.
• Skilled in overseeing day-to-day operations and driving performance improvements.
• Strong commitment to customer satisfaction and issue resolution.

Responsibilities

• Oversee a team delivering telecare services, ensuring smooth operations.
• Inspire and support team development through coaching and feedback.
• Monitor KPIs, manage workflows, and ensure compliance with standards.

Skills

Leadership Experience

Operational Excellence

Customer Focus

Communication

Technical Proficiency

Team Management

Tools

Microsoft Office

Genesys

Job description

A leading telecare service provider based in Norwich is seeking a Customer Services Team Manager. This role involves overseeing a dynamic team to deliver exceptional service in a fast-paced environment. The successful candidate will be a people-first leader with a proven track record in managing teams, ensuring operational excellence, and maintaining high service standards. Key responsibilities include team leadership, performance monitoring, and ensuring compliance with policies. The position offers flexible hours and a salary of up to £32,000 per annum.