Appello UK
Telecare Coach - Nights
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TeleCare Coach ā Nights
About the Role
This is more than a coaching roleāitās a chance to lead from the front.
As a Coach, youāll take ownership of team performance, service levels, and customer experience within a fast-paced Control Centre environment.
Working closely with senior leaders, youāll transform insights into actionable improvements, develop future talent, and drive meaningful change for both customers and colleagues.
Key Details
š Hours: 35 hours per week (average) š Shift pattern: Flexible scheduling between Monday and Sunday, 08:00ā22:00 (rotating shifts to ensure full coverage and team support) š° Salary:
- Ā£30,958 per annum (rising after successful probation)
- Plus a Ā£4,447 night supplement post-training š Location: Remote (with UK-based work requirement) š Start Date: 27th July or 3rd August 2026 ā Pre-employment screening: Includes Right to Work checks, DBS, and two yearsā referencing (may adjust start date)
Tech requirement: 5Mbps upload / 15Mbps download
Appello Perks
- 231 hours holiday per year (including bank holidays scheduled to work)
- Discounts on groceries, shopping, holidays, insurance, and more
- 24/7 employee assistance programme (accessible via app)
- Family & friends discounts on Appello services/products
- Pension scheme (company-matched up to 4%)
- Free on-site parking
About You
You are:
- A confident, people-focused leader passionate about supporting and protecting the community
- Empatheticācapable of handling sensitive situations with care and professionalism
- Thriving in fast-paced environments, leading by example to motivate teams
- Driven by coaching, mentoring, and performance development
- Skilled in analysing data and turning insights into action
- Strong communicator able to engage operators, senior leaders, and customers effectively
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You have:
- Strong motivation to improve service delivery, customer satisfaction, and operations
- A track record of analysing performance metrics and delivering tangible improvements
The Role
As a Coach at Appello, your responsibilities include:
Coaching & Performance Leadership
- Lead daily coaching of Operators in the Control Centre
- Work alongside Supervisors, Senior Coaches, and Control Centre Managers to improve:
- Service delivery
- Customer satisfaction
- First-time resolution rates
KPI & Efficiency Goals
- Reduce average handling time
- Minimise call demand, complaints, and failed evaluations
- Ensure service levels and KPIs are consistently met
Team Management & Culture
- Motivate, train, and engage teams through coaching, mentoring, and feedback
- Support succession planning and mentoring programmes
- Promote a positive, engaged workplace culture
Compliance & Safeguarding
- Ensure adherence to:
- Safeguarding policies
- Data protection regulations
- Health & Safety guidelines
- Company protocols
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Experience Required
You should have:
ā Proven coaching/mentoring experience, including developing new, junior, or less experienced team members
ā Minimum 5 yearsā experience managing employees, including:
- Handling formal employee relations processes
ā Call centre/contact centre management experience, preferably within:
- High-volume environments (e.g., 5,000+ calls/day)
- Telecare, Social Care, Local Housing, Property Management, or Out-of-Hours services (desirable)
ā Service improvement expertise, including:
- Audits, quality evaluations, and performance reviews
- Continuous improvement initiatives
- Data-driven analysis to improve operations
ā Customer-facing experience (telephone or in-person), with:
- Handling sensitive/difficult situations with tact
ā Driven to implement operational improvements and enhance customer service
Ready to Apply?
If this role excites you, upload your CV and answer a few questions about yourself!
Company Commitment
Appello is committed to equal opportunities and welcomes applicants of all backgrounds: religious beliefs, political opinion, race, sex, marital status, age, or disability.
Need assistance? Contact the Careers Team on 01425 626337 for support.
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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