Offer summary

Qualifications:

Genuine desire to help the community and empathy towards customer needs., Excellent people management skills for coaching and engaging team members., Experience in performance management and coaching within a call center environment., Ability to generate and analyze reports on team performance..

Key responsabilities:

Accountable for day-to-day coaching of operators in the Monitoring Centre.

Manage individual and team performance through training and motivation.

Conduct call audits and provide feedback to improve call handling.

Generate detailed reports on team performance and identify individuals for succession planning.

Job description

🤩Telecare Coach

🕰️Hours: 35 hours per week 📅Shift pattern: Core hours , Monday - Friday between 06:00-20:00 and then 1 in 9 weekends 17:00-23:00.💸Salary: £27,500 per annum (£15.93ph) rising to £30.958 per annum (£17.00ph)📍Location: Hybrid - New Milton

This role is a UK based role and any hybrid/remote work must also be within the UK.

📆Start Date : 07th April 2025

🌟For this role, you need 5mpbs upload and 15mpbs download internet speed🌟

😎Appello Perks

231 hours holiday
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 must possess a genuine desire to help the community, be empathetic and attentive to our customer’s needs. You must also have excellent people management skills, you'll coach and engage our Emergency Helpline Operators and be a key support to our Control Centre Manager.

🎧THE ROLE

You will have accountability for the day to day coaching of a group of operators within the Appello Monitoring Centre. The role will also involve being jointly accountable for the management of individuals and team performance and behaviours through coaching, training, development, motivation and promoting the importance of excellence, customer satisfaction and fist time resolution. As a coach, you will have responsibility of managing average call handling times and volumes across the business.

Main Responsibilities And Activities

Line Management Responsibilities

Reduce Average Handling Time and call demand in the centre
Call audit responsibility – To ensure to feedback to individuals and reduce failed call evaluations.
Reduce Complaints & Improvement Support Plans.
Generate and share comprehensive and detailed reports about team performance utilising Dashboards, EVO/SBR and MI.
Identify and develop individuals for succession plans through mentoring.

READY TO APPLY ✅

If you are interested in this role please upload your CV and tell us a bit about yourself !

If you have been successful in getting to the next stage will be in touch via email with details within a week of the closing date so keep an eye out 👀

Other Information

This is an exciting time at 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.

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