At a Glance
- Tasks: Lead a team of operators, manage workflows, and ensure top-notch customer service.
- Company: Join a supportive call centre focused on people and performance.
- Benefits: Enjoy competitive salary, discounts, and 184 hours annual leave.
- Other info: Remote work available; must be based in the UK.
- Why this job: Make a real difference in people's lives while developing your leadership skills.
- Qualifications: Experience in a busy call centre and strong IT skills required.
The predicted salary is between 24436 - 24436 € 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: 29.75 hours per week; Shift pattern: 4 on 4 off 23.30‑08.30; Salary: £24,436.98; Location: Remote; Start Date: May/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. You will need 5 mpbs upload and 15 mpbs download internet speed.
Perks
- 184 hours annual leave (pro rata). This includes bank holidays that you will work.
- Discounts on groceries, shopping, holidays, insurance, days out, restaurants and more.
- 24/7 employee assistance programme with an easily accessible app.
- Family and friends’ discounts on our services and products.
- Pension scheme, up to 4% company matched.
- Free on‑site parking.
About You
We’re searching 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.
You will have experience in a supervisory role or experience with real‑time analysis or similar. Below is what you must bring to the role — and what will make you shine even brighter.
Essential – What You’ll Need to Bring
- Experience
- 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.
- Bonus points if you have real‑time analysis experience.
- Qualifications & Training
- 5 GCSEs or equivalent, including Maths and 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
- 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 or 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
Ready to take the lead and keep our call centre buzzing? 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. 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.
If you love helping people, staying organised and being calm in the storm — this role is your perfect fit.
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 and 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 and 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 active listening through positive acknowledgements.
- Use an engaging, supportive tone that reassures callers.
- Ask effective questions to obtain 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 and 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.
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 - Nights (6-Month Secondment) - INTERNAL ONLY employer: Appello Careline Limited.
Join a supportive and dynamic team as a Telecare Shift Supervisor, where your leadership will directly impact the quality of service we provide to our customers. With a strong focus on employee well-being, we offer generous benefits including 184 hours of annual leave, discounts on various services, and a comprehensive employee assistance programme. Our remote working environment fosters flexibility and work-life balance, making it an ideal place for those looking to grow their careers while making a meaningful difference.
StudySmarter Expert Advice🤫
We think this is how you could land Telecare Shift Supervisor - Nights (6-Month Secondment) - INTERNAL ONLY
✨Tip Number 1
Get to know the company culture! Before your interview, spend some time researching the values and mission of the organisation. This will help you tailor your responses 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. This will help you feel more confident and articulate when it’s your turn to shine during the actual interview.
✨Tip Number 3
Show off your skills! Be ready to share specific examples from your past experiences that demonstrate your ability to handle pressure, support your team, and improve processes. This is your chance to prove you’re the right fit for the role!
✨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 can set you apart from other candidates and keep you fresh in their minds.
We think you need these skills to ace Telecare Shift Supervisor - Nights (6-Month Secondment) - INTERNAL ONLY
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience that match the Telecare Shift Supervisor role. Highlight your supervisory experience and any relevant call centre work to show us you’re the right fit!
Showcase Your People Skills:In your application, let us know how you handle difficult situations and support your team. We want to see examples of your calmness under pressure and your ability to communicate effectively with both callers and colleagues.
Be Clear and Concise:When answering questions in your application, keep it straightforward. Use simple language and avoid jargon, just like you would when communicating with callers. This will help us see your communication style right away!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity.
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 a Shift Supervisor, you'll need to be calm under pressure and great with people. Prepare examples from your past experiences where you've successfully managed difficult situations or supported team members. This will highlight your ability to handle challenging calls and maintain a positive environment.
✨Prepare for Scenario Questions
Expect questions that assess your decision-making and problem-solving skills. Think of scenarios where you had to make quick decisions or manage high call volumes. Practising these responses will help you feel more confident during the interview.
✨Emphasise Continuous Improvement
The company values service improvement initiatives, so be ready to discuss how you've contributed to similar projects in the past. Share specific examples of how you've identified areas for improvement and implemented changes that benefited your team or customers.
