About the Role
<p></p><figure><img src="https://images.teamtailor-cdn.com/images/s3/teamtailor-production/original-v3/image_uploads/d58fb73a-e26a-4fd4-8605-1ccee8e3fa71/original.png" alt="" title=""></figure><h3>💓CUSTOMER CONTACT CENTRE - TEAM MANAGER - SALES</h3><p>✨ <strong>Lead with Purpose. Inspire Service‑Led Sales Excellence.</strong> ✨<br>Are you ready to guide a high‑energy customer services team supporting consumers as they choose the right telecare solution with Careline365? 🏡📞</p><p>We're looking for a motivated <strong>Customer Sales Team Manager</strong> who can champion outstanding customer experiences while driving strong consumer sales performance. You’ll lead a team who provide empathetic support, build trust with customers and their families, and confidently guide them through their telecare options to ensure they feel safe, informed, and reassured.</p><p>💡 If you're a people‑first leader with a passion for delivering exceptional service while achieving sales outcomes, this is your opportunity to make a meaningful impact and help shape the future of consumer telecare at Careline365.</p><h6>🕰️Hours: <strong>37.5 hours per week</strong></h6><h6>📅Shift pattern: Flexible hours between 8am-8pm across Monday to Sunday</h6><h6>💸Salary: up to £32,000 per annum dependant on experience, plus monthly PRP</h6><h6>📍Location: Norwich - Hybrid (minimum 3 days per week in the office)</h6><p><strong>🌍This role is a UK based role and any hybrid/remote work must also be within the UK</strong></p><h6>🎓Training: Full time in office for initial period</h6><h6>📆Start Date : April/May 2026</h6><h6>😎 Perks:</h6><ul><li><p>233 hours holiday per annum, rising to 248 hours with length of service. This includes bank holidays that you will work if rota'd</p></li><li><p>We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more</p></li><li><p>24/7 employee assistance programme with an easily accessible app!</p></li><li><p>Family and friends’ discounts on our services & products</p></li><li><p>Pension Scheme, up to 3% Company matched</p></li><li><p>Free on-site parking</p></li></ul><h3>🔎<strong>WHAT WE ARE LOOKING FOR</strong></h3><p>We’re seeking a <strong>dynamic and experienced leader</strong> to join our team — someone who thrives in a fast‑paced, consumer‑focused environment and is passionate about delivering exceptional service while supporting customers through important care decisions. The ideal candidate will bring a strong blend of <strong>operational expertise</strong>, <strong>sales awareness</strong>, <strong>technological confidence</strong>, and a <strong>people‑first mindset</strong>, empowering their team to deliver reassuring support, build trust with customers and their families, and confidently guide them toward the right Careline365 solutions.</p><h5>☑️ <strong>Essential Criteria</strong></h5><p><strong>Leadership Experience:</strong><br>Proven track record of managing teams in customer service, sales, or operations‑focused environments, with the ability to lead by example and drive high performance.</p><p><strong>Sales & Retention Focus:</strong><br>Experience supporting sales conversion, retention activities, or consumer‑focused service teams, with the ability to coach staff toward achieving targets. 📈</p><p><strong>Operational Excellence:</strong><br>Skilled in overseeing day‑to‑day operations, improving processes, and achieving key business and customer outcomes.</p><p><strong>Customer Focus:</strong><br>Strong commitment to delivering exceptional customer experiences, with the ability to handle challenging conversations and resolve issues efficiently and empathetically. 💬🤝</p><p><strong>Communication:</strong><br>Excellent verbal and written communication skills, capable of engaging effectively with clients, staff, and senior stakeholders.</p><p><strong>Technical Proficiency:</strong><br>Basic proficiency in Microsoft Office and confidence learning new systems.</p><p><strong>Team Management:</strong><br>Ability to motivate, develop, and guide a diverse team to exceed expectations. 👥✨</p><h5>⭐ <strong>Desirable Criteria</strong></h5><p><strong>Sales Background:</strong><br>Experience in consumer sales, upselling, retention, or working in a KPI‑driven contact centre environment.</p><p><strong>Industry Experience:</strong><br>Background in telecare, healthcare, or technology‑enabled service industries.</p><p><strong>Advanced Office Skills:</strong><br>Enhanced expertise in Microsoft Office tools for reporting, analysis, and planning.</p><p><strong>Technology Familiarity:</strong><br>Understanding of telecare platforms, digital health tools, or customer‑contact technology.</p><p><strong>Genesys Platform Knowledge:</strong><br>Experience using Genesys for call routing, performance monitoring, or configuration to support team productivity.</p><p><strong>Analytical Skills:</strong><br>Strong problem‑solving abilities with a continuous improvement mindset. 📊</p><p><strong>Regulatory Awareness:</strong><br>Understanding of GDPR, safeguarding, healthcare compliance, and best practices within telecare services.</p><h3><strong>🎧THE ROLE</strong></h3><p>The <strong>Team Manager</strong> will oversee a dynamic team responsible for delivering high‑quality telecare services to our clients 🏡📞, while supporting strong <strong>consumer sales and retention performance</strong>. You will ensure the smooth day‑to‑day operation of the team, monitor performance and sales metrics 📊, and maintain the high service standards expected in a fast‑paced, technology‑driven environment ⚙️💡. This role involves both leadership and hands‑on support to ensure our services run effectively and that clients receive outstanding care, reassurance, and timely resolution of any issues, enquiries, or complaints 🤝🛠️. You will coach your team to confidently guide customers through their Careline365 options, supporting conversions and long‑term customer loyalty.</p><h3>🌟 Key Responsibilities</h3><h5>👥 Team Leadership & Development</h5><p>Inspire, coach, and develop a collaborative team; set clear expectations; and support personal and professional growth through structured coaching, feedback, and training. Promote a positive, sales‑aware, customer‑first culture.</p><h5>⚙️ Operational Excellence</h5><p>Drive efficient service delivery, monitor KPIs (including sales, retention, and customer satisfaction) 🧭, manage workflows, and ensure consistent adherence to operational standards and best practices.</p><h5>💙 Client Satisfaction, Sales Support & Complaint Resolution</h5><p>Champion exceptional client experiences by ensuring all interactions are empathetic, helpful, and solution‑focused. Lead the handling of complaints and complex queries 🛠️, ensuring timely resolution and using insights to drive improvements. Support your team in converting enquiries into sales by providing confidence, training, and guidance in service‑led selling.</p><h5>💼 Sales & Retention Leadership</h5><p>Guide your team to achieve consumer sales, upgrade, and retention goals 📈 through supportive coaching, regular performance feedback, and strong customer engagement. Help team members build trust, understand customer needs, and provide informed recommendations on Careline365 services.</p><h5>💻 Technology Integration</h5><p>Oversee digital systems and platforms, support updates or changes, and ensure the team is confident and capable in using technology to deliver high‑quality service and efficient sales processes.</p><h5>📑 Compliance & Reporting</h5><p>Ensure full compliance with regulatory requirements, safeguarding standards, and internal policies. Produce clear, insightful reports 📈 for senior leadership on service quality, sales activity, customer feedback, and operational performance.</p><h5>🔄 Client Retention & Relationship Care</h5><p>Strengthen client trust and loyalty by ensuring high‑quality ongoing service, managing renewals and retention conversations, and acting on client feedback 💬 to enhance the overall experience and reduce churn.</p><h3><strong>READY TO APPLY ✅</strong></h3><p>If you are interested in this role please upload your <strong>CV </strong>and answer a few questions about yourself!</p><h3>OTHER INFORMATION</h3><p>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.</p><p>We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.</p><p>If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.</p><p><br></p>