Appello & Careline365
Telecare Coach - Nights
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Telecare Coach - Nights
šŖ Telecare Coach ā Nights
As a Coach, youāll lead with impact in a fast-paced Control Centre environment, shaping performance, service delivery, and team culture. Your focus: turning insight into action, mentoring talent, and driving improvements that enhance customer and colleague experiences.
About the Role
- Work 35 hours per week on average.
- Flexible schedule from Monday to Sunday (08:00ā22:00).
- Growth opportunity: Salary of Ā£30,958 p.a., rising after probation, with a Ā£4,447 annual night supplement post-training.
- Fully remote (based in the UK with UK internet speed requirements: 5 Mbps upload, 15 Mbps download).
Start Date
Mon 27th July 2026 or Tue 3rd August 2026
Pre-employment Screening
Your start date may be delayed to complete: ā Right to Work checks ā DBS checks ā Two years of job referencing
Appello Benefits & Perks
- 231 holiday hours per annum (worked bank holidays included).
- Free discounts on groceries, travel, insurance, food outlets, and more.
- 24/7 Employee Assistance Programme.
- Company-matched pension (up to 4%).
- Free on-site parking.
About You
You are:
- A confident leader with a people-first mindset, passionate about protecting and empowering the community.
- Naturally empathetic, adept at handling sensitive situations professionally.
- Motivated by fast-paced environments, where you set the standard while inspiring others.
- Driven by coaching/mentoring to transform performance data into tangible improvements.
- Proficient in adapting your communication styleāwhether coaching operators or leading discussions with senior external teams.
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Key Responsibilities
Team Coaching & Engagement
- Accountable for daily coaching and performance of Operators in the Control Centre.
- Collaborate with Supervisors, Senior Coaches & Managers to improve service delivery and customer satisfaction.
- Lead initiatives to reduce metrics such as:
- Average handling time
- Call demand
- Complaints & failed call evaluations
Performance & Improvement
- Review, analyse and act on KPIs and management information to drive operational efficiency.
- Conduct call audits, quality evaluations, and staff performance reviews.
Talent & Culture
- Oversee succession planning, mentoring programmes, and career development initiatives.
- Cultivate a positive, engaged culture through ongoing coaching and team-building.
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Compliance & Safeguarding
- Ensure compliance with policies on:
- Data protection
- Health & safety
- Safeguarding
- Company standards
š¹ Requirements
- Minimum 5 years managing teams (including formal employee relations).
- Proven expertise in:
- Employee coaching, mentoring, and development (new & junior staff).
- Managing high-volume call environments (~5,000 calls/daily).
- Data-driven decision-making (audit insights, service improvement).
- Experience preferable in contact centres, telecare/social care, property/housing, or out-of-hours services.
READY TO JOIN APPELLO?
- Upload your CV and answer a few questions about your background.
- [Submit Application]
Find out why now is the best time to grow with an organisation on the move.
š¼ Equal Opportunities Notice We welcome applications from all backgrounds and are committed to fostering diversity. If you need assistance during the recruitment process, contact the Careers Team at 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
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