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- Tasks: Lead a passionate team to deliver high-quality customer support and create a positive work environment.
- Company: Join Appello, a dynamic company committed to making a difference in customer services.
- Benefits: Enjoy 175 hours of annual holiday, discounts, private medical insurance, and a pension scheme.
- Other info: Exciting career growth opportunities await in a supportive and inclusive workplace.
- Why this job: Make a real impact by supporting your team and enhancing customer experiences every day.
- Qualifications: Experience in leading teams and a passion for customer service is essential.
The predicted salary is between 30000 - 30000 £ per year.
Lead with empathy, support your team to thrive and help deliver safe, high‑quality services that genuinely make a difference to customers and service users.
Hours: 35 hours per week
Shift pattern: Monday to Friday. Core hours are 08:00 - 17:00, but flexible to business needs.
Salary: £30,000 per annum
Location: Hybrid - New Milton
Start Date: June 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:
- 175 hours annual 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.
- Private Medical Insurance - Personal.
- Free on-site parking.
About You:
We’re looking for a passionate and supportive Customer Service Team Leader to join our Customer Services team. This role plays a vital part in ensuring customers and service users receive compassionate, safe and high‑quality support, while creating a positive, inclusive environment for colleagues. As a Team Leader, you’ll provide hands‑on people leadership, support day‑to‑day service delivery and act as a visible presence for your team. You’ll balance performance, wellbeing and service outcomes, helping colleagues feel confident, supported and empowered to do their best work.
The Role:
In this role, you’ll be responsible for leading people and supporting service delivery across Customer Services and Telecare activities, including:
- People leadership and support:
- Leading, motivating and supporting Customer Service Operators.
- Creating a positive, inclusive and supportive team culture.
- Delivering regular one‑to‑ones, coaching and development conversations.
- Managing attendance, wellbeing and performance in line with company policies.
- Identifying training needs and supporting ongoing skill development.
- Acting as the first point of escalation for people‑related issues.
- Overseeing day‑to‑day service delivery to ensure customer needs are met safely and effectively.
- Monitoring KPIs, service quality and performance standards.
- Supporting the team during peak demand and handling escalated customer issues when required.
- Contributing to rota cover and resource planning to maintain service levels.
- Ensuring systems, processes and procedures are followed accurately.
- Observing team activity and providing constructive, developmental feedback.
- Using performance insight, quality checks and customer feedback to identify improvements.
- Supporting continuous improvement and consistent service standards.
- Sharing insight and feedback with managers to support service development.
- Working closely with other Team Leaders, Managers and support teams.
- Communicating key messages clearly and consistently.
- Acting as a role model for company values and behaviours.
- Ensuring safeguarding responsibilities, confidentiality and data protection standards are followed.
- Promoting health, safety and compliance across the team.
Who we are looking for:
We’re looking for a strong people‑focused leader who can combine empathy with confidence and consistency. A candidate with an empathetic, calm and fair leadership style, with the resilience to remain composed under pressure. The successful candidate can be adaptable, approachable and committed to high standards of service, quality and team wellbeing.
Essential:
- Experience leading or coaching teams in a customer‑facing or operational environment.
- People management experience, including performance and attendance support.
- Experience working in a fast‑paced, service‑driven setting.
- Confidence handling escalations and supporting colleagues under pressure.
- Strong communication, judgement and prioritisation skills.
- Confident IT user, comfortable working across multiple systems.
Desirable:
- Contact centre, telecare or customer service leadership experience.
- Experience supporting vulnerable individuals or handling sensitive situations.
- Experience using performance data or quality measures to improve outcomes.
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. If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.
Customer Services Team Leader - INTERNAL ONLY employer: Appello Careline Limited.
Contact Detail:
Appello Careline Limited. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Services Team Leader - INTERNAL ONLY
✨Tip Number 1
Get to know the company culture! Before your interview, spend some time researching Appello and its values. This will help you connect with the team and show that you're genuinely interested in being part of their mission.
✨Tip Number 2
Practice your leadership stories! Think of specific examples where you've led a team or handled a tough situation. We want to hear how you’ve supported your colleagues and delivered great service under pressure.
✨Tip Number 3
Show off your empathy! In your conversations, highlight how you prioritise team wellbeing and customer satisfaction. Share how you create a positive environment for your team – it’s all about making a difference!
✨Tip Number 4
Don’t forget to ask questions! Prepare some thoughtful questions about the role and the team dynamics. This shows that you’re engaged and ready to contribute to the success of the Customer Services team.
We think you need these skills to ace Customer Services Team Leader - INTERNAL ONLY
Some tips for your application 🫡
Show Your Empathy: In your application, let us see your empathetic side! Share examples of how you've supported your team or customers in the past. This role is all about leading with compassion, so make sure that shines through.
Tailor Your CV: Don’t just send a generic CV! Tailor it to highlight your experience in customer service and people management. We want to see how your skills align with the role of Team Leader, so be specific about your achievements.
Be Clear and Concise: When answering our questions, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of what you want to say. Remember, clarity is key!
Apply Through Our Website: Make sure to apply through our website for the best chance of being noticed! It’s the easiest way for us to keep track of your application and ensure you’re considered for this exciting opportunity.
How to prepare for a job interview at Appello Careline Limited.
✨Show Your Empathy
As a Customer Services Team Leader, empathy is key. Prepare examples of how you've supported your team in the past, especially during challenging times. This will demonstrate your ability to lead with compassion and create a positive environment.
✨Know Your KPIs
Familiarise yourself with the key performance indicators relevant to the role. Be ready to discuss how you’ve monitored and improved service quality in previous positions. This shows that you understand the importance of performance metrics in delivering high-quality services.
✨Prepare for Escalation Scenarios
Think about situations where you've had to handle escalated customer issues. Be prepared to share your approach and the outcomes. This will highlight your confidence and capability in managing pressure while supporting your colleagues.
✨Emphasise Team Development
Discuss your experience in coaching and developing team members. Bring examples of how you've identified training needs and supported skill development. This will showcase your commitment to fostering a supportive and inclusive team culture.