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- Tasks: Lead and coach a team to enhance performance and customer experience in a dynamic Control Centre.
- Company: Join Appello, a forward-thinking company dedicated to community support and employee development.
- Benefits: Enjoy 231 hours of holiday, discounts, pension scheme, and flexible remote working.
- Why this job: Make a real impact by developing talent and improving service delivery in a fast-paced environment.
- Qualifications: Experience in coaching, managing teams, and handling sensitive customer situations required.
- Other info: Exciting growth opportunities await you at Appello—be part of our journey!
The predicted salary is between 27500 - 30958 ÂŁ per year.
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: ÂŁ27,500.20 per annum increasing to ÂŁ30,958.20 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.
- 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. If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers Team on 01425 626337.
Telecare Coach employer: Appello Careline Limited.
Contact Detail:
Appello Careline Limited. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Telecare Coach
✨Tip Number 1
Get to know the company culture before your interview. Check out their social media and website to see what they're all about. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your responses to common interview questions, but keep it natural. We want you to sound confident and authentic, so don’t just memorise answers—make them your own!
✨Tip Number 3
Prepare some thoughtful questions to ask at the end of your interview. This shows that you’re engaged and serious about the role. Plus, it gives you a chance to find out if the company is the right fit for you too!
✨Tip Number 4
Follow up after your interview with a quick thank-you email. It’s a nice touch that keeps you on their radar and shows your enthusiasm for the position. And remember, apply through our website for the best chance!
We think you need these skills to ace Telecare Coach
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Telecare Coach role. Highlight your coaching experience and any relevant achievements in a call centre environment to grab our attention!
Showcase Your Leadership Skills: In your application, don’t just list your past roles—tell us how you’ve led teams and improved performance. We want to see your passion for coaching and mentoring shining through!
Be Clear and Concise: When answering questions or writing your cover letter, keep it straightforward. We appreciate clarity and directness, so make sure your points are easy to understand and get straight to the heart of what you want to say.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently, plus you’ll find all the info you need about the role there!
How to prepare for a job interview at Appello Careline Limited.
✨Know Your Stuff
Before the interview, make sure you understand the role of a Telecare Coach inside out. Familiarise yourself with the key responsibilities, like improving service delivery and coaching team members. This will help you answer questions confidently and show that you're genuinely interested in the position.
✨Showcase Your Leadership Skills
As a Telecare Coach, you'll need to lead by example. Prepare examples from your past experiences where you've successfully motivated and developed team members. Highlight how you’ve handled sensitive situations and improved performance, as this will resonate well with the interviewers.
✨Data is Your Friend
Since the role involves analysing performance data, be ready to discuss how you've used data to drive improvements in previous roles. Bring specific examples of how you identified issues and implemented changes based on your findings. This will demonstrate your analytical skills and ability to turn insight into action.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask insightful questions about the company culture, team dynamics, and future goals. This shows that you’re not just interested in the job, but also in how you can contribute to the team's success and align with their vision.