At a Glance
- Tasks: Lead a team of operators, ensuring smooth call centre operations and exceptional customer service.
- Company: Join Appello, a dynamic company focused on people and performance.
- Benefits: Enjoy competitive salary, generous holiday, discounts, and a supportive work environment.
- Other info: Remote role with flexible hours and great career growth opportunities.
- Why this job: Make a real difference by guiding your team and enhancing customer experiences.
- Qualifications: Experience in call centres and strong IT skills are essential.
The predicted salary is between 18209 - 19479 £ 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 make sure every process is followed so customers receive the smooth, reliable service they expect.
Hours: 26.25 hours per week
Shift pattern: 4 on 4 off 16:00-00:00
Salary: starting at £18,209.10 per annum rising to £19,478.55 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:
- 163 hours holiday rising to 173 hours with length of service (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)
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”:
- 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
Qualifications & Training:
- CMI / ILM / NVQ in Team Leading or Management
- Training in handling difficult customers
Skills, Knowledge & Abilities:
- Ability to motivate and inspire teamwork
- Experience managing underperformance
- Awareness of key HR policies (attendance, performance, grievances)
Personal Attributes:
- A natural problem-solver who can think outside the box and drive results
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 making sure 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.
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 - Evenings employer: Appello Careline Limited.
At Appello, we prioritise people and performance, offering a supportive work culture that values teamwork and continuous improvement. As a Telecare Shift Supervisor, you'll enjoy flexible remote working, competitive salary progression, and a comprehensive benefits package including generous holiday entitlement and employee discounts. Join us in making a meaningful impact while advancing your career in a dynamic and expanding company.
StudySmarter Expert Advice🤫
We think this is how you could land Telecare Shift Supervisor - Evenings
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Appello. Understand their values and what they stand for. This will help you connect with the interviewers 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 ability to manage stress and support your team effectively.
✨Tip Number 3
Show off your soft skills! During the interview, make sure to demonstrate your calmness under pressure and your knack for problem-solving. Share specific examples where you've helped others or improved processes in previous roles.
✨Tip Number 4
Follow up after your interview! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’d be a fantastic fit for the team!
We think you need these skills to ace Telecare Shift Supervisor - Evenings
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 this role. Share specific examples of how you've supported teams or improved processes in previous jobs, so we can see your potential to shine with us!
Be Clear and Concise:When filling out your application, keep your answers clear and to the point. We appreciate straightforward communication, just like you’d use with callers. This will help us get a good sense of your style and approach.
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 the role. Plus, it’s super easy to navigate!
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 successfully managed difficult situations or helped colleagues 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 during your shift. Prepare to discuss specific strategies you would use to keep the team motivated and ensure quality service, even under pressure.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions that show your interest in the company culture and team dynamics. Inquire about how they support their staff during busy periods or what training opportunities are available for continuous improvement. This shows you're not just looking for a job, but a place where you can grow.
