OUTBOUND TELECARE UPGRADES EXECUTIVE

️Hours: 37.5hours 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 (£12.31ph) with the opportunity to increase with KPI's up to 20%)

Location: Norwich-Hybrid

Start Date : 30/06/2025

**You need to be able to commit to 2 weeks of Full Time Training, Monday - Friday 09:30 - 17:30 **

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 confident communicator with a passion for helping others and a proven track record in sales or a fast-paced call centre environment. You thrive on hitting targets and enjoy the satisfaction that comes with guiding customers to the right solution.

You’re results-oriented, resilient, and self-motivated — someone who doesn’t just meet KPIs but aims to exceed them. You’re skilled at building rapport over the phone, listening actively, and translating customer needs into actionable solutions. You have theability to connect with customers, understand their needs, and help them benefit from life-enhancing services.

️You will have at least two years experience in a call centre environment, sales and have worked remotely before.

THE ROLE

The Outbound Telecare Upgrades Executive is responsible for proactively contacting existing telecare customers to promote and facilitate upgrades to newer or enhanced services and devices.This role supports customers in accessing improved safety, independence, and quality of life through modern telecare solutions. By building strong relationships, understanding individual needs, and clearly communicating the benefits of upgraded offerings, the executive contributes to customer satisfaction, business growth, and the ongoing relevance of telecare services in an evolving care landscape.

MAIN RESPONSIBILITIES& ACTIVITIES

• Proactively contact existing customers to promote upgrades to newer or enhanced telecare products and services.
• Assess customer needs to identify suitable upgrade opportunities that enhance safety, independence, or functionality.
• Clearly explain the benefits of upgraded devices or services, including technological improvements, additional features, and long-term value.
• Address customer questions or concerns about the upgrade process, pricing, or changes to service in a professional and reassuring manner.
• Guide customers through the upgrade journey, processing orders, and updating account details in CRM systems.
• Achieve or exceed upgrade targets and KPIs, contributing to customer satisfaction and business growth.
• Ensure accurate and compliant handling of customer data in accordance with data protection regulations (e.g., GDPR).
• Liaise with internal departments, including technical support and logistics teams, to ensure a smooth and timely delivery of upgraded services.
• Maintain up-to-date knowledge of all telecare products, upgrade pathways, and industry trends to support effective customer conversations.
• Provide feedback and insights from customer interactions to help refine upgrade strategies and improve service delivery.
• Support other areas of the business.

READY TO APPLY

If you are interested in this role please upload your CV and answer a few questions about yourself

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 01425 626337.