Telecare Shift Supervisor - Days
Employer: Apello
Location: Remote - This role is a UK based role and any hybrid/remote work must also be within the UK.
Working hours: 29.75 hours per week
Salary: starting at £20,363 per annum rising to £22,076 post successfully passing probation
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🎧TELECARE SHIFT SUPERVISOR - Days
⭐Join a role that puts people and performance first. As a Shift Supervisor in our call‑centre, you’ll support operators, manage real‑time workflow, and make sure every process is followed so customers receive the smooth, reliable service they expect.
🕰️Hours: 29.75 hours per week
📅Shift pattern: 4 on 4 off 08:00-17:00
💸Salary: starting at £20,363 per annum rising to £22,076 post successfully passing probation
📍Location: Remote
📆Start Date : March 2026
⚠️ Please note that this role is subject to pre‑employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required.
🌍This role is a UK based role and any hybrid/remote work must also be within the UK.
🌟For this role, you need 5mpbs upload and 15mpbs download internet speed🌟
😎Appello Perks:
184 hours holiday rising to 196 hours with length of service .This includes bank holidays that you will work.
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
We’re on the hunt for someone who’s calm under pressure, great with people, and passionate about delivering outstanding service — even on the toughest days. If you love supporting others, staying organised, and making a real difference to callers and colleagues, you’ll fit right in! 💬💛
⏰You will have experience in supervisory role or experience with Real time analysis or similar
Below is what you must bring to the role — and what will make you shine even brighter ✨👇
✅ Essential – What You’ll Need to Bring
👥 Experience
Experience in a busy call centre environment.
Confidence in sharing ideas, feedback, and suggestions for improving the service
Ability to support or contribute to service improvement initiatives
BONUS POINTS if you have real-time analysis experience 🏅
🎓 Qualifications & Training
5 GCSEs or equivalent, including Maths & English (Grade C or above)
Awareness of:
Data Protection 🛡️
Safeguarding 🧩
Equality & Diversity 🤝
💡 Skills, Knowledge & Abilities
Strong IT skills across a variety of systems (Word, Excel, Outlook etc.)
Understanding of CRM systems and call-handling platforms
Able to act assertively with confidence
Strong decision‑making skills
Committed to continuous improvement and open to feedback
Great at problem‑solving 🔍
Supportive, team‑focused approach
💛 Personal Attributes
Encourages and supports others to shine
Helps build a professional, positive, and supportive team culture
Works well under pressure and meets tight deadlines
Communicates with empathy, patience, and care — even with demanding callers
⭐ Desirable – The “Nice to Haves”
👥 Experience
Previous experience as an Appello operator
Experience monitoring performance and delivering service improvement projects
Coaching, mentoring, or developing others
Ability to analyse large data sets and demonstrate results
Understanding of health & safety responsibilities for a team
🎓 Qualifications & Training
CMI / ILM / NVQ in Team Leading or Management
Training in handling difficult customers
💡 Skills, Knowledge & Abilities
Ability to motivate and inspire teamwork
Experience managing underperformance
Awareness of key HR policies (attendance, performance, grievances)
💛 Personal Attributes
A natural problem‑solver who can think outside the box and drive results 🎁✨
🎧THE ROLE
Ready to take the lead and keep our call centre buzzing? 🎧🚀
As a Shift Supervisor, you’ll be the go‑to hero on the virtual floor — guiding operators through tricky calls, keeping the shift running smoothly, and making sure every customer gets the care, clarity, and confidence they deserve.You’ll balance people, processes, and performance, making quick decisions, supporting operators in real time, and keeping our quality standards sky‑high. Whether it’s managing high call volumes, handling escalations, or ensuring a smooth handover, you’ll help shape a positive, safe and supportive environment for both callers and colleagues.
If you love helping people, staying organised, and being the calm in the storm — this role is your perfect fit 💪💬✨
📌 KEY RESPONISBILITIES
🕓 Shift Management & Team Support
Be the on‑shift expert for operator questions and escalations
Support operators through emotional, abusive, or difficult calls
Keep customer safety and care at the heart of every decision ❤️
Manage the control centre during both high & low call volume periods
Allocate resources effectively to meet KPIs and boost performance 📈
Deliver smooth handovers using the shift template
Flag resourcing or service issues to the senior service manager
Review and adjust staffing throughout the shift to set the team up for success
Own crisis management situations, incidents & complaints
Monitor User State and address any negative behaviours
Support homeworkers with the same care as on‑site operators 🏡
Take staff absence calls, log details, and complete RTWs if needed
☎️ Delivering a Positive Caller Experience
Ensure call openings are friendly, clear, and professional
Show you’re actively listening through positive acknowledgements
Use an engaging, supportive tone that reassures callers
Ask effective questions to get accurate information — even from distressed or hard‑to‑understand callers
Close calls positively and professionally
Follow all approved call procedures throughout
💬 Clear & Effective Communication
Communicate at a pace and style suited to each caller
Use questions to clarify needs and keep control of the call
Avoid jargon — keep things simple and relatable
Keep callers updated as you take actions during the call
Meet call duration and quality targets
Handle transfers professionally and clearly
Maintain strict confidentiality
🔥 Managing Difficult Callers
Take escalations and support operators with challenging callers
Use empathy to put callers at ease
Stay calm, controlled, and supportive throughout
Manage caller expectations fairly and confidently
Escalate unresolved issues in line with procedures
READY TO APPLY ✅
If you are interested in this role please upload your CV and answer a few questions about yourself
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.
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