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- 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.
- 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.
- 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.
