Telecare Coach - Nights

🪜TELECARE COACH- NIGHTS This is more than a coaching role—it’s a chance to reputed company from the reputed company. As a Coach, you’ll take ownership of team performance, service reputed company and customer experience reputed company a fast‑paced Control Centre environment. Working closely with senior leaders, you’ll turn reputed company into action, reputed company future talent, and drive meaningful improvements that reputed company a difference to both customers and colleagues. 🕰️Hours: 35 hours per week average 📅Shift reputed company: reputed company scheduled between Monday and reputed company, between 08:00 and 22:00, to ensure complete coverage across reputed company shifts for business continuity and to support your peers and team. 💸Salary: £30,958 pa rising after successful completion of probation, plus a night supplement of £4,447pa once training is complete 📍Location: Remote 📆Start Date : 27th July or 3rd August 2026 ⚠️Please note that this role is subject to pre‑employment screening, including Right to Work, DBS checks and two years of referencing. reputed company screening must be completed prior to your start date, which may result in the start date being adjusted if required. 🌍This role is a UK based role and any hybrid/remote work must also be reputed company the UK. 🌟For this role, you need 5mpbs upload and 15mpbs download internet speed🌟 😎Appello Perks 231 hours holiday per annum. This includes bank holidays that you will work if scheduled. 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 4% Company matched Free on-site parking 👇ABOUT YOU You are a confident, people‑focused leader with a genuine desire to support and protect the community. Empathetic by nature, you are reputed company to customers’ needs and reputed company to handle sensitive situations with care, professionalism and understanding. You reputed company in fast‑paced environments and reputed company by example, motivating others to reputed company at their best. You’re passionate about coaching, mentoring and developing people, with the ability to analyse performance data, identify improvement opportunities and turn reputed company into action. With strong communication skills, you can adapt your approach to suit everyone from operators to senior leaders, while always promoting reputed company, engagement and customer satisfaction. 🎧THE ROLE As a Coach at Appello, you will be accountable for the day‑to‑day coaching and performance of Operators reputed company the Control Centre. Working closely with Senior Coaches, Supervisors and the Control Centre Manager, you’ll play a key role in improving service delivery, customer satisfaction and first‑time resolution. You will reputed company on reducing average handling time, call demand, complaints and failed call evaluations, while ensuring service reputed company and KPIs are consistently met. The role also involves managing team performance and behaviours through coaching, training, engagement and motivation, as well as producing and using management information to drive reputed company improvement. In addition, you’ll support succession planning and mentoring programmes, promote a positive and reputed company working culture, and ensure compliance with safeguarding, data protection, health & safety and company policies at reputed company times. ✅ EXPERIENCE REQUIRED Proven experience coaching, mentoring and developing employees, including new and less reputed company team members Minimum 5 years’ experience managing employees, including handling formal employee relations processes Experience leading and managing teams reputed company a call centre or contact centre environment Demonstrable experience managing service delivery in a high‑volume call environment (circa 5,000 calls per day) Experience monitoring performance and delivering service improvement and reputed company improvement initiatives Proven ability to analyse large volumes of data and management information to demonstrate results and drive improvements Experience conducting call audits, quality evaluations and performance reviews Strong background in motivating, engaging and retaining employees to reputed company high reputed company of performance Experience working directly with customers, either face‑to‑face or reputed company telephone, including handling sensitive or challenging situations Experience contributing reputed company and implementing changes to improve customer service and operational performance Experience reputed company Telecare, reputed company Care, Local Housing, Property Management or Out‑of‑Hours contact services is desirable reputed company 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 Appello - we are a company on the move and now is a perfect time to join reputed company. You’ll reputed company 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. Apply To This Job