Overview
Join to apply for the Customer Care Representative - Sales role at Appello UK.
OUTBOUND TELECARE UPGRADES EXECUTIVE
Hours: 37.5 hours per week
Shift pattern: 5 days a week, between Monday and Sunday, 7.5 hour shifts between 08:00 – 20:00
Salary: £24,004.50 per annum (£12.31 per hour) with the potential to increase with KPI performance up to 20%
Location: Norwich - Hybrid
Start Date: 06/10/2025
About the role
This is a role within Careline365, part of the Appello group. This position involves customer contact to promote telecare solutions that support independent living, safety, and peace of mind.
* You need to be able to commit to 2 weeks of full-time training, Monday – Friday 09:30 – 17:30.
* 233 hours holiday rising to 248 hours with length of service (includes bank holidays ifrotaed).
* Discounts on groceries, shopping, holidays, insurance, days out, restaurants and more.
* 24/7 employee assistance programme with an accessible app.
* Family and friends’ discounts on services and products.
* Pension scheme, up to 3% company matched.
* Free on-site parking.
Ready to apply
If you are interested in this role, please upload your CV and answer a few questions about yourself. For hints and tips, check the guide.
Responsibilities
* Respond to inbound sales enquiries via phone, email, and digital channels, providing expert guidance on telecare products and services.
* Make outbound calls to follow up on leads, engage lapsed customers, and identify new sales opportunities through proactive outreach.
* Understand customer needs—often involving elderly or vulnerable individuals—and recommend tailored telecare solutions that promote safety and independence.
* Build rapport and trust with individuals, families, and caregivers through empathetic, respectful, and professional communication.
* Achieve and exceed sales targets, conversion rates, and other key performance indicators (KPIs) set by the business.
* Accurately record customer interactions, sales activity, and personal information in CRM and order processing systems, ensuring compliance with data protection regulations (e.g., GDPR).
* Coordinate with internal teams (e.g., installation, support, and technical services) to ensure a smooth transition from sale to service delivery.
* Stay up to date on product offerings, pricing structures, and industry developments through regular training and team updates.
* Provide feedback from customer interactions to help improve services, marketing, and product offerings.
* Support promotional campaigns and seasonal sales initiatives through outbound calling and follow-ups.
* Support other areas of the contact centre depending on business needs.
Qualifications and attributes
You’re an empathetic communicator with a passion for helping others and a proven ability in sales or direct customer contact. You thrive in dynamic environments, enjoy achieving targets, and take pride in guiding individuals, families, and caregivers to telecare solutions. You’re results-driven, resilient, and self-motivated, and you aim to exceed KPIs. You should be skilled at building rapport over the phone and digital channels, listening actively, and translating customer needs into tailored recommendations. You should have the ability to connect with people, understand their circumstances, and help them benefit from telecare services. Experience in sales and direct contact with the public, ideally within a contact centre environment and outbound dialing, is preferred.
Benefits
* Appello Perks
* Earlier mentioned employee benefits (holidays, discounts, and more)
* Family and friends’ discounts on services and products
* Pension scheme, up to 3% company matched
* Free on-site parking
Other information
This is an exciting time at Careline365, part of the Appello group. We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability. If you require assistance to participate in the recruitment process due to disability, please contact the careers team on 01425 626337.
Location / time sensitivity
Locations mentioned include Norwich, Norfolk, and surrounding areas. Deployment dates and locations may vary by role and business needs.
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