Appello & Careline365
Telecare Coach
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TELECARE COACH
This is more than a coaching roleāitās a chance to lead from the front.
As a Coach, you will take ownership of team performance, service levels and customer experience within a fast-paced Control Centre environment. Working closely with senior leaders, you will turn insight into action, help develop future talent, and drive meaningful improvements to enhance both customer and colleague experiences.
Hours & Work Flexibility
š°ļø Availability: 35 hours per week on average š Shift pattern: Flexible between Monday to Sunday (08:00ā22:00) to ensure full operational coverage, supporting peers and team cohesion.
Compensation & Location
šø Salary: Ā£30,958 per annum (provision for progression post-probation) š Remote: UK-based role only; hybrid or remote work must remain within the UK š Internet Speed Requirement: 5Mbps upload / 15Mbps download
Additional Details
ā ļø Pre-employment checks: Mandatory screening (Right to Work, DBS, 2-year referencing) require completion before the start date. š Start Date: 27 July or 3 August 2026 (subject to screening clearance)
āØ Appello Perks
- 231 holiday hours annually (including bank holidays, work-based as scheduled)
- Employee assistance 24/7 via an accessible app
- Family & friends discounts on services/products
- Company-matched pension (capped at 4%)
- Free on-site parking
- Discounts on groceries, travel, dining, and leisure
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š About You
You are a confident, people-focused leader with:
- Empathy and attentiveness to customer needs, especially sensitive situations
- A passion for coaching, mentoring and employee development
- Strong analytical skills to assess performance data and implement meaningful improvements
- Expert communication skills tailored to motivate operators, managers, and beyond
- Drive to foster excellence, engagement and customer satisfaction
You thrive in fast-paced environments and are dedicated to making a lasting impactāby example.
š§ Core Responsibilities
As a Coach, you will:
- Oversee team performance, service quality, and customer experience within the Control Centre
- Drive improvements in average handling time, complaint metrics, and first-time resolution rates
- Lead in reducing call demand and failed assessments while maintaining KPIs
- Implement coaching, training and motivation strategies to enhance team behaviour and performance
- Utilise data and management information to deliver continuous improvement initiatives
- Support succession planning and outcomes-focused mentoring programs
- Promote a positive, engaged workplace culture
- Ensure strict compliance with safeguarding, GPDR, health & safety, and company policies
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ā Key Requirements
Experience required includes: ā Minimally 5 years managing employees, including formal HR processes ā Experience in coaching/mentoring, particularly for new or junior staff ā Leadership within a call/out-of-hours contact centre environment (preferably with ~5,000+ daily calls) ā Ability to audit calls, perform performance reviews, and deliver service enhancements ā Proficiency in analysing data to benchmark and drive results ā A track record in retention strategiesāboosting employee performance, morale and satisfaction
Preferred Experience:
š¹ Telecare, Social Care, Local Housing, Property Management, or Out-of-Hours call services
Ready to Join Us?
Application: Upload your CV and complete a few tailored questions.
š” Kultural Clarity
Appello is a forward-moving company. Your role is an exciting opportunity to align with a company high on commitment and opportunity.
Equality Profiles:
- Equal opportunities policy appliesāreligious belief, political opinion, race, gender, age, or disability are no barriers to consideration.
- Assistance available for recruitment processes if required: Call 01425 626337.
āIt took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what Iāve been looking for.ā
Jessica, London
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