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- Tasks: Lead a team of operators, manage workflows, and ensure top-notch customer service.
- Company: Join a dynamic call centre focused on people and performance.
- Benefits: Competitive salary, remote work, discounts, and generous holiday allowance.
- Why this job: Make a real difference while developing your leadership skills in a supportive environment.
- Qualifications: Experience in a call centre and strong IT skills required.
- Other info: Exciting career growth opportunities in a rapidly expanding company.
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 ensure 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
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 (including 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: Experience in a 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: 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
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 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.
If you love helping people, staying organised, and being the 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 & 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.
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.
Telecare Shift Supervisor in New Milton employer: Appello UK
Contact Detail:
Appello UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Telecare Shift Supervisor in New Milton
✨Tip Number 1
Get to know the company! Research Appello and understand their values and mission. This will help you tailor your responses during interviews and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Practice your communication skills. As a Telecare Shift Supervisor, you'll need to be calm and clear under pressure. Role-play with a friend or family member to get comfortable handling tricky calls and escalations.
✨Tip Number 3
Show off your problem-solving skills! Think of examples from your past experiences where you've successfully managed difficult situations or improved processes. Be ready to share these during your interview.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're proactive and keen to join our awesome team at Appello.
We think you need these skills to ace Telecare Shift Supervisor in New Milton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Telecare Shift Supervisor role. Highlight your call centre experience and any relevant qualifications to show us you’re the perfect fit!
Showcase Your Soft Skills: We want to see how you handle pressure and support others. Use examples in your application that demonstrate your calmness under stress, empathy, and problem-solving abilities. This will help us understand how you can contribute to our team culture.
Be Clear and Concise: When answering questions or writing your cover letter, keep it straightforward. Avoid jargon and make sure your points are easy to understand. We appreciate clarity just as much as you do!
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. We can’t wait to hear from you!
How to prepare for a job interview at Appello UK
✨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 call volumes and supporting operators. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your People Skills
Since this role is all about supporting others, be ready to share examples of how you've helped colleagues or customers in the past. Highlight your ability to stay calm under pressure and communicate effectively, especially during difficult situations. This will prove you're the right fit for a team-focused environment.
✨Prepare for Scenario Questions
Expect questions that put you in real-life scenarios, such as handling escalated calls or managing high-pressure situations. Think through your responses ahead of time, focusing on how you would use your problem-solving skills and decision-making abilities to ensure a positive outcome.
✨Emphasise Continuous Improvement
Talk about your commitment to service improvement and how you've contributed to enhancing processes in previous roles. Whether it's through feedback or implementing new ideas, showing that you're proactive about making things better will resonate well with the interviewers.