Telecare Coach

Appello Careline Limited.; New Milton; Hybrid; GBP 27,000 - 31,000; Full time

Job summary

An established industry player is seeking a dedicated Telecare Coach to lead a team of operators in a dynamic environment. This role involves coaching, managing performance, and ensuring customer satisfaction while fostering a supportive atmosphere. With a focus on excellence and first-time resolution, you will play a crucial role in the success of the Appello Monitoring Centre. The company offers a range of perks, including generous holiday allowances and discounts, making it an exciting opportunity for those passionate about community support and team development.

Benefits

231 hours holiday

Discounts on groceries and shopping

24/7 employee assistance programme

Family and friends’ discounts

Pension Scheme, up to 4% Company matched

Free on-site parking

Qualifications

• Must have a genuine desire to help the community and excellent people management skills.
• Experience in coaching and managing team performance is essential.

Responsibilities

• Accountable for coaching operators and managing team performance.
• Generate reports on team performance and identify individuals for succession plans.

Skills

People Management Skills

Empathy

Coaching

Customer Satisfaction Focus

Tools

Dashboards

EVO/SBR

MI

Job description

Telecare Coach

️Hours: 35 hours per week

Shift pattern: Core hours, Monday - Friday between 06:00-20:00 and then 1 in 9 weekends 17:00-23:00.

Salary: £27,500 per annum (£15.93ph) rising to £30,958 per annum (£17.00ph)

Location: Hybrid - New Milton

This role is a UK based role and any hybrid/remote work must also be within the UK.

Start Date: 07th April 2025

For this role, you need 5mbps upload and 15mbps download internet speed.

Appello Perks

• 231 hours holiday
• 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 must possess a genuine desire to help the community, be empathetic and attentive to our customer’s needs. You must also have excellent people management skills, you'll coach and engage our Emergency Helpline Operators and be a key support to our Control Centre Manager.

THE ROLE

You will have accountability for the day-to-day coaching of a group of operators within the Appello Monitoring Centre. The role will also involve being jointly accountable for the management of individuals and team performance and behaviours through coaching, training, development, motivation and promoting the importance of excellence, customer satisfaction and first-time resolution. As a coach, you will have responsibility for managing average call handling times and volumes across the business.

Main Responsibilities and Activities

Line Management Responsibilities

• Reduce Average Handling Time and call demand in the centre.
• Call audit responsibility – To ensure feedback to individuals and reduce failed call evaluations.
• Reduce Complaints & Improvement Support Plans.
• Generate and share comprehensive and detailed reports about team performance utilising Dashboards, EVO/SBR and MI.
• Identify and develop individuals for succession plans through mentoring.

READY TO APPLY

If you are interested in this role please upload your CV and tell us a bit about yourself!

If you have been successful in getting to the next stage, we will be in touch via email with details within a week of the closing date, so keep an eye out.

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.

If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers team on 01425 626337.