Emergency Repairs Manager - Call Center
Employer: Apello
Location: Remote (travel inline with business needs)
Working hours: 35 hours per week average
Salary: £27,500.20 per annum increasing to £30,958.20 after probation
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🪜TELECARE COACH
This is more than a coaching role—it’s a chance to lead from the front. As a Coach, you’ll take ownership of team performance, service levels and customer experience within a fast‑paced Control Centre environment. Working closely with senior leaders, you’ll turn insight into action, develop future talent, and drive meaningful improvements that make a difference to both customers and colleagues.
🕰️Hours: 35 hours per week average
📅Shift pattern: Flexible hours scheduled between Monday and Sunday, between 08:00 and 22:00, to ensure complete coverage across all shifts for business continuity and to support your peers and team.
💸Salary: £27,500.20 per annum increasing to £30,958.20 after probation.
📍Location: Remote
📆Start Date : 07/04/2026
⚠️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
231 hours holiday per annum. This includes bank holidays that you will work if scheduled.
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 are a confident, people‑focused leader with a genuine desire to support and protect the community. Empathetic by nature, you are attentive to customers’ needs and able to handle sensitive situations with care, professionalism and understanding. You thrive in fast‑paced environments and lead by example, motivating others to perform at their best.
You’re passionate about coaching, mentoring and developing people, with the ability to analyse performance data, identify improvement opportunities and turn insight into action. With strong communication skills, you can adapt your approach to suit everyone from operators to senior leaders, while always promoting excellence, engagement and customer satisfaction.
🎧THE ROLE
As a Coach, you will be accountable for the day‑to‑day coaching and performance of Operators within the Control Centre. Working closely with Senior Coaches, Supervisors and the Control Centre Manager, you’ll play a key role in improving service delivery, customer satisfaction and first‑time resolution.
You will lead on reducing average handling time, call demand, complaints and failed call evaluations, while ensuring service levels and KPIs are consistently met. The role also involves managing team performance and behaviours through coaching, training, engagement and motivation, as well as producing and using management information to drive continuous improvement.
In addition, you’ll support succession planning and mentoring programmes, promote a positive and engaged working culture, and ensure compliance with safeguarding, data protection, health & safety and company policies at all times.
✅ EXPERIENCE REQUIRED
Proven experience coaching, mentoring and developing employees, including new and less experienced team members
Minimum 5 years’ experience managing employees, including handling formal employee relations processes
Experience leading and managing teams within a call centre or contact centre environment
Demonstrable experience managing service delivery in a high‑volume call environment (circa 5,000 calls per day)
Experience monitoring performance and delivering service improvement and continuous improvement initiatives
Proven ability to analyse large volumes of data and management information to demonstrate results and drive improvements
Experience conducting call audits, quality evaluations and performance reviews
Strong background in motivating, engaging and retaining employees to achieve high levels of performance
Experience working directly with customers, either face‑to‑face or via telephone, including handling sensitive or challenging situations
Experience contributing ideas and implementing changes to improve customer service and operational performance
Experience within Telecare, Social Care, Local Housing, Property Management or Out‑of‑Hours contact services is desirable
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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