Contact Centre Representative

CONTACT CENTRE REPRESENTATIVE - Sales
Be the voice of connection. Drive growth. Empower independence.
Are you passionate about making a real difference in people's lives while helping a business thrive? Join us as a Contact Centre Representative, where your communication skills, commercial instinct, and empathy will help customers access life-enhancing telecare solutions—while you play a key part in our sales and retention success.
Hours: 37.5 hours per week
Shift pattern: working 5 days a week, between Monday - Sunday, an 7.5 hour shift between 08:00 - 20:00
Salary: £24,004.50 per annum (£12.31 per hour), with the potential to earn up to 20% additional through KPI-based bonuses. On-target earnings are expected to reach between £28,000 and £30,000 annually.
Location: Norwich-Hybrid
Start Date : 03/11/2025
Appello Perks

• 233 hours holiday rising to 248 hours with length of service. This includes bank holidays that you will work if rota'd.
• We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
• 24/7 employee assistance programme with an easily accessible app
• Family and friends' discounts on our services & products
• Pension Scheme, up to 3% Company matched
• Free on-site parking

ABOUT YOU

You're a natural relationship builder with a flair for sales and a heart for service. You thrive on engaging with customers, understanding their needs, and guiding them to the right solutions—whether that's a new device, an upgrade, or simply reassurance. You're confident handling both inbound and outbound enquiries, and you know how to turn conversations into opportunities.

You're tech-savvy, organised, and detail-oriented, with experience using CRM systems and Microsoft Office. You communicate clearly, listen actively, and always aim for win-win outcomes. Self-driven and resourceful, you're ready to exceed targets and raise the bar for quality and productivity.

Bonus points if you've worked with third-party payment platforms or know your way around C365 products—but if not, you're eager to learn and grow.

WHAT YOU'LL DO

In this dynamic, commercially-focused role, you'll:

• Handle inbound and outbound customer enquiries across phone, email, and digital channels with professionalism and care
• Generate and convert sales leads through proactive outreach and effective engagement
• Provide accurate product information and tailored recommendations
• Build strong customer relationships to encourage repeat business and loyalty
• Identify and promote upgrade opportunities that enhance safety, independence, and quality of life
• Clearly explain the benefits of upgraded devices and services
• Achieve and exceed individual and team sales targets, KPIs, and revenue objectives
• Spot upselling and cross-selling opportunities in every interaction
• Prepare accurate quotations, process orders, and ensure timely follow-up
• Maintain up-to-date knowledge of products, services, and market trends
• Record all sales activity and customer interactions in our CRM
• Collaborate with colleagues across operations, marketing, and customer service for a seamless journey
• Contribute to continuous improvement by sharing feedback on customer needs and market opportunities

YOUR DAY TO DAY WILL INCLUDE

• Engaging with customers to resolve queries and promote solutions

• Negotiating and closing sales that balance customer needs with business goals

• Keeping accurate records of all interactions and agreements

• Monitoring and following up on sales pipelines and upgrade opportunities

• Escalating complex cases when needed

• Staying compliant with policies, regulations, and service standards

• Hitting performance targets across sales, quality, and customer satisfaction

• Handling challenging conversations with empathy and professionalism

• Sharing insights and collaborating with your team to drive success

READY TO APPLY

If you are interested in this role please upload your CV and answer a few questions about yourself. For more hints and tips check out our guide here

OTHER INFORMATION

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.

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, for example due to disability, please contact the careers Team on

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