Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead a team of operators, ensuring smooth call handling and exceptional customer service.
- Company: Join Appello, a dynamic company focused on people and performance.
- Benefits: Competitive salary, generous holiday, discounts, and a supportive work environment.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in a call centre and strong communication skills required.
- Other info: Exciting career growth opportunities in a rapidly expanding company.
The predicted salary is between 20363 - 22076 ÂŁ per year.
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 ensure 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 ÂŁ20,363 per annum rising to ÂŁ22,076 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 5mbps upload and 15mbps download internet speed.
Appello Perks:
- 184 hours holiday rising to 196 hours with length of service. This includes bank holidays that you will work.
- 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!
Essential – What You’ll Need to Bring:
- 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.
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”:
- 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.
THE ROLE
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 ensuring 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.
KEY RESPONSIBILITIES:
- 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.
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 Shift Supervisor - Days employer: Appello Careline Limited.
Contact Detail:
Appello Careline Limited. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Telecare Shift Supervisor - Days
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Appello. Understand their values, mission, and what makes them tick. This will help you tailor your answers and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your experience aligns with the role of Telecare Shift Supervisor. Highlight your supervisory skills and ability to handle tough situations.
✨Tip Number 3
Show off your people skills! During the interview, be sure to demonstrate your calmness under pressure and your passion for helping others. Share specific examples of how you've supported colleagues or improved service in previous roles.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a quick thank-you email to express your appreciation for the opportunity. It’s a nice touch that shows you’re keen and professional. And remember, apply through our website for the best chance!
We think you need these skills to ace Telecare Shift Supervisor - Days
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your supervisory experience and any relevant call centre work to show us you’re the perfect fit for the Telecare Shift Supervisor role.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you’re passionate about delivering outstanding service. Share specific examples of how you've supported teams or improved processes in previous roles to really stand out!
Be Clear and Concise: When filling out your application, keep your answers clear and to the point. We appreciate straightforward communication, so make sure you showcase your skills without unnecessary fluff.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Appello Careline Limited.
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Telecare Shift Supervisor. Familiarise yourself with the key tasks like managing real-time workflow and supporting operators. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your People Skills
As this role is all about supporting others, be ready to share examples of how you've effectively managed teams or handled difficult situations in the past. Highlight your ability to communicate with empathy and patience, especially when dealing with challenging callers.
✨Prepare for Real-Time Scenarios
Since real-time analysis experience is a bonus, think about how you would handle high call volumes or escalations. Prepare some scenarios where you successfully managed stress and made quick decisions. This will show your potential employer that you can keep calm under pressure.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team culture, training opportunities, or how success is measured in the role. This not only shows your interest but also helps you gauge if the company is the right fit for you.