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Careline365 is a leading national personal alarm provider with a simple mission: to provide solutions that enable the ageing population, and those who are vulnerable, to enjoy better and safer lives. Through their pioneering and cutting-edge products, Careline365 supports their members to maintain their independence, while their 24/7 emergency monitoring service brings peace of mind and comfort to users and their loved ones.
Launched in their founder's spare bedroom in 2013 as Lifeline 24, the early years of the business were spent exclusively selling personal alarm units. The rebranding to Careline365 in 2015, and the subsequent launch of their own Alarm Response Centre (ARC) in 2018, was a key turning point in their evolution from a tech provision to an overall personal care solution. In the years since, they have consolidated their position as the leaders in the personal alarms and monitoring market and as an innovative and high-growth, D2C subscription unicorn, culminating in their acquisition by the Appello Group in the summer of 2022.
The larger group has greater access to superior products and platforms, and a direct line of communication with private-equity backers Epiris, who have an outstanding track record of growth in the sector. Appello's acquisition signals a new phase for the business as they embark on a period of growth under new Managing Director, Dominic McNeill, and the stewardship of an outstanding executive team, including James Thorburn (CEO of Appello Group). As the standout management team in the industry, they are all very passionate about the ethics and mission of the company, which seeks to fundamentally shift the paradigm in personal care products in the UK. The ambition of the business is now to grow their footprint in line with the increasing demand for such products given the UK's ageing population.
In keeping with the overall vision to provide health-tech and support to enrich the lives of members and their families, there is considerable opportunity for a more sophisticated approach to sales, marketing and customer care. Dominic, who joined in May 2023, is determined to enhance the output of the team and is well-placed to do so, with a blue-chip commercial and marketing background at organisations including Symprove, Nando's and P&G. In his first year in the business, the key pillar of Dominic's growth strategy has been to centralise and professionalise marketing in order to fuel business growth and drive business expansion. Accordingly, he has built out his team with impressive hires from within the industry and beyond, as well as investing in rising talent from within. He is now turning his attention to optimising the contact centre operation, which includes sales, customer care and the ARC.
What you'll need to succeed:
- Previous leadership experience within a contact centre environment.
- Strong customer service background.
- Caring and nurturing nature.
- Flexible and resilient attitude.
- Be ready to support, train, monitor, and make sure the team works towards business and customer care.
- Have experience running a high-pressured team.
- Be available to start immediately.
- Part of the interview phase is to complete a personality and aptitude test.
What you'll get in return:
- Based in the Norwich Office.
- £28,500 per annum + £500p/a on-call bonus
- They are a 24/7/365 business, hours are based primarily between 8am and 8pm and any 5 days out of 7.
- Rewards and discounts.
- On-site parking.
- Being a part of a hugely rewarding and giving company, and giving support to the public who need it most.
What you need to do now:
Call Kim on or email over your updated CV now!!!
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion about your career.
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