Total 84 Manager level Customer Service job vacancies in Watton, Norfolk, IP25 6WL

Your new company:
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.

Role Purpose:The purpose of the role of Telecare Team Leader is to operationally manage the team members of the Alarm Response Centre, to enable the best level of service to our customers. Our client base of circa 72000 people nationwide generally consists of the elderly and vulnerable, who press their alarms in the event of an emergency. A Telecare Leader will have 20-25 direct reports, consisting of Emergency Call Handlers, line managing them directly. However, the Telecare Team Leader is part of a wider management team who are responsible for the operational running of the centre, focusing on mentoring operators to improve quality of service and meeting key KPIs, such as 97.5% of calls answered within 60 seconds.

Role Purpose:

The purpose of the role of Telecare Team Leader is to operationally manage the team members of the Alarm Response Centre, to enable the best level of service to our customers. Our client base of circa 72000 people nationwide generally consists of the elderly and vulnerable, who press their alarms in the event of an emergency. A Telecare Leader will have 20-25 direct reports, consisting of Emergency Call Handlers, line managing them directly. However, the Telecare Team Leader is part of a wider management team who are responsible for the operational running of the centre, focusing on mentoring operators to improve quality of service and meet key KPIs, such as 97.5% of calls answered within 60 seconds.

What you'll need to succeed:

• Previous leadership experience within a contact centre environment.
• 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.
• £26,325 - £28,500 Dependent on Experience + £2,000p/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 01603 612301 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.

Hays EA is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk

Job Title: Field Care Manager
Location: Norwich
Salary: £25,000pa
Hours: Monday to Friday, 9am-5pm. Full-Time with on-call responsibility and flexibility required to support the needs of the business

Life at Prestige:

People are at the very heart of Prestige, and we want to make life better for them. As a Field Care Manager, you'll grow and develop in an exciting business that puts people at the centre of everything we do. Prestige Nursing & Care has provided home care for over 75 years and we have 30 local offices in England and Scotland. Our aim is to lead the care industry by providing high quality, personalised and specialist services to our clients.

Your role at Prestige:

We are looking for a dynamic and independent care professional with solid quality and standards experience and a flexible, can-do attitude to join the Norwich Branch as their Field Care Manager.
As an integral part of the branch team this is a role with plenty of scope to contribute to the success of the business.
We offer a supportive working environment with lots of potential for learning and development and a friendly, agile and flexible working culture.

Reporting to the Branch Manager your role will include:

The role of Field Care Manager is to working under the direction of the Branch Manager, implement systems to ensure that a domiciliary care service is delivered meeting and exceeding legislative standards, and in accordance with company equal opportunities and health & safety policy.

The success of this role will be measured by:

• Understanding the market sector and services/products that Prestige provides
• Willingness to learn
• Committed to delivering the service to the highest standard, ensuring compliance
• Excellent communication and presentation skills
• Effective time management and organisational skills.
• The role will also build key internal and external customer relationships and have an extensive knowledge of current market conditions and trends.

Main Responsibilities:

This involves the following major responsibilities

• To undertake domiciliary care risk and manual handling assessments on new clients/service users prior to the provision of a domiciliary care service (or within 2 working days in exceptional circumstances) with regard to the potential risks to service users and workers associated with delivering the package of care, and to ensure that the assessment is updated annually or following any significant change, whichever is sooner. For individuals who are self-funding, undertake a care needs assessment appropriate to the level of support requested including risk and manual handling assessment.
• To maintain an effective system in consultation with the Care Planner and Branch Manager for quality assurance management based on the outcomes for service users, in which standards and indicators to be achieved are clearly defined and monitored on a continuous basis, ensuring that all service users and their carers are consulted about the care service including:

• At least one quality monitoring telephone call to all service users quarterly to monitor the performance of care workers.
• At least 4 spot checks annually on care workers attending client/service user domiciliary care assignments to monitor the performance of the care workers and the outcome of the care service.
• Attend Social Services client reviews as required within service specifications.

• To meet domiciliary care workers formally on a one to one basis for the purposes of direct supervision at least quarterly and keep written records on the content and outcome of each meeting. With the consent of a service user, at least one of these meetings to incorporate direct observation of the care worker providing care to the service user with whom they regularly work.
• To meet domiciliary care workers annually to conduct an overall appraisal of their standard of performance identifying training and development needs and keeping written records of the content and outcome of each appraisal.
• To facilitate quarterly team meetings for care workers and to prepare an agenda and maintain minutes from the meetings.
• To manage a Team of Field Care Supervisors with daily duties
• To assist the Care Planner and Branch Manager with the delivery of a carer assistants development and training programme to ensure members are able to fulfil and meet the changing needs of clients and service users.
• To assist the Care Planner and Branch Manager within a recruitment programme to build capacity and ensure contingency within the service.
• To participate in an on-call roster providing and co-coordinating cover for unplanned absence to maintain the service.
• Act appropriately in emergency situations, reporting incidents whilst respecting client/service user's sensitivity, privacy and confidentiality and respond to crisis situations effectively by summoning appropriate assistance e.g. GP/District Nurse/Emergency Services.
• To apply good practice and report any/all suspicion of abuse of any kind in accordance with procedure and to understand and respect confidentiality and data protection policy within delivery of services.
• To meet weekly compliance targets agreed with the Care Planner and Branch Manager and produce a weekly log of compliance activity.
• Assist with the on-going review of service provision and change working methods in accordance with agreed strategy.
• To undertake duties appropriate to the scope of the position as may be required from time to time.

General Responsibilities:

• Occasionally support with the day-to-day responsibilities of the team when required
• Be a champion for internal customer service
• Do any other reasonable things your manager needs you to do

Key Attributes/Knowledge/Skills/Experience:

• Experience of supervising/managing others

• Smart and professional appearance.
• Articulate with the ability to put across ideas succinctly and clearly (good communication skills)
• Excellent assessment skills
• Holding a valid UK driving licence and access to a car is desirable, however other travel arrangements are possible and will be taken into consideration
• Ability to work on own initiative - self-starter, able to prioritise tasks and manage time effectively.
• Good team player
• Willingness to embrace change
• A commitment to equal opportunities and diversity
• Symmetry between personal and organisational values
• Demonstrates the behaviours associated with Prestige Nursing & Care's values

What we offer

• A competitive salary
• 28 days annual leave (includes Bank Holidays) increasing every year by 1 to the maximum of 33 days over 5 years' service
• An additional day off for your Birthday
• Blue Light Card
• Refer with the Care Friends mobile app and earn extra money
• Cycle to Work scheme for our Head Office, Regional and Branch colleagues
• Long Service Awards
• Workplace Pension
• Employee assistance programme (EAP) - confidential phone line and online support and resources available to you and your loved ones 24/7
• A range of Family Friendly Benefits - designed to offer you more support, flexibility, and additional time off when you most need it.
• Supportive working environment with ongoing learning and development opportunities.
• A friendly, agile and flexible working culture

Please note:

In line with CQC & Care Inspectorate regulations, we require and will undertake Enhanced DBS/PVG, Right to Work, Reference and Employment History checks in line with Government guidelines for this role and safer recruitment best practice.

Whilst we endeavour to keep the recruitment process as short as possible, due to the nature of these important checks there may be extension to timelines.

All our clients are equally entitled to have their needs met in a safe, fair and balanced way. Prestige Nursing & Care colleagues are responsible for promoting Equal Opportunities for all and for challenging any behaviour or practice which discriminates against any client or colleague on the grounds of race, religion, disability, age, gender, sexual orientation, identity or any other perceived difference.

We reserve the right to close this position early.

#INDHP24

Your new company
Hays are working in partnership with a highly successful and rapidly expanding business on the outskirts of Norwich, to recruit 2 new members to their already excellent Customer Service team. This company has seen significant growth over the past 2 years both in the UK and overseas, and part of that success is due to the Customer Service team that supports the operations of the company. This organisation are very people focused and pride themselves on delivering the best possible outcomes for their customers, while creating a positive work environment.
This company operates in a busy and fast-paced sector, and they provide a range of services to the logistics sector. They utilise technology and a fresh approach to deliver multi-faceted solutions to a wide range of customers.

Your new role
The main purpose of the role will be to act as the first point of contact for incoming customer calls, ensuring a first-class experience is had by all. Specifically, you will be responsible for the following:

• Developing relationships with existing customers by supporting existing requirements and upselling additional services where appropriate for the customer
• Handle any simple account queries in a friendly and timely manner
• Conduct regular customer account reviews to ensure customer packages are fit for purpose
• Provide customers with new and updated information on products and services
• Resolve customer invoice queries
• Understand the business' financial targets and support the delivery of those targets
• Build effective relationships with internal stakeholders, both in customer services and other departments
• Support initiatives to grow the customer base by occasional outbound calling, ensuring regular customers are being supplied with the best solutions for their needs.

This is a full-time role, working 35 hours a week between Monday and Friday, 9am to 5pm.
This is an office-based role for 6 months minimum and following successful completion of probation, there is some flexibility to work remotely for up to 2 days per week.

What you'll need to succeed
You will have excellent customer service and communication skills, with a 'can-do' attitude. You will enjoy engaging with customers and feel a sense of pride in resolving customer queries, displaying a positive attitude and energy. You will be able to operate as part of a close-knit team and be flexible in your approach to finding the right solution. Ideally, you will have worked in a similar role previously, with exposure to the logistics industry being a bonus. You must be able to multitask, be organised and be able to re-prioritise your daily tasks quickly and efficiently.
Due to the location of this role, you must be a driver and have access to a vehicle.


What you'll get in return

• You will receive a competitive salary.
• Access to performance-based quarterly bonuses and uncapped commission.
• 25 days of annual leave + bank holidays (rising with tenure) with the ability to buy and sell up to 5 days
• Free on-site parking.
• Healthy pension contribution.
• There is also a large scope of progression within the business, with 7 people achieving promotions within the last quarter.

What you need to do now
Call the Norwich Office on 01603 612301.
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.

Hays EA is a trading division of Hays Specialist Recruitment Limited and acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk