Telecare Coach

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Appello UK

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1988

📡 Telecommunications

🤝 B2B

👥 B2C

Telecommunications • B2B • B2C

Appello UK is a UK-based telecare and personal alarm provider delivering monitoring, digital telecare equipment, and emergency call handling to support elderly and vulnerable people to live safely and independently. Operating Appello and Careline365, the company provides large-scale remote monitoring and contact-centre services for housing providers, local authorities, care organisations and private customers, with hundreds of thousands of active connections and calls each year.

📋 Description

• As a Coach, you’ll take ownership of team performance, service levels and customer experience within a fast‑paced Control Centre environment. • Working closely with senior leaders, you’ll turn insight into action, develop future talent, and drive meaningful improvements that make a difference to both customers and colleagues. • You will be accountable for the day‑to‑day coaching and performance of Operators within 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 lead on reducing average handling time, call demand, complaints and failed call evaluations, while ensuring service levels 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 continuous improvement. • In addition, you’ll support succession planning and mentoring programmes, promote a positive and engaged working culture, and ensure compliance with safeguarding, data protection, health & safety and company policies at all times.

🎯 Requirements

• Proven experience coaching, mentoring and developing employees, including new and less experienced team members • Minimum 5 years’ experience managing employees, including handling formal employee relations processes • Experience leading and managing teams within 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 continuous 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 achieve high levels of performance • Experience working directly with customers, either face‑to‑face or via telephone, including handling sensitive or challenging situations • Experience contributing ideas and implementing changes to improve customer service and operational performance • Experience within Telecare, Social Care, Local Housing, Property Management or Out‑of‑Hours contact services is desirable

🏖️ Benefits

• 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