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- Tasks: Lead the out-of-hours team, ensuring top-notch service delivery and performance metrics.
- Company: Join Appello UK, a growing company focused on exceptional customer care.
- Benefits: Enjoy 231 hours of holiday, discounts, private medical insurance, and a pension scheme.
- Why this job: Be part of a dynamic team making a real impact, with opportunities for growth.
- Qualifications: Experience in contact centre operations and strong leadership skills are essential.
- Other info: This is an exciting time to join as we expand and innovate.
The predicted salary is between 22800 - 25200 ÂŁ per year.
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Join to apply for the Out Of Hours Manager role at Appello UK
OUT OF HOURS MANAGER
️Hours: 35 hours per week average Shift pattern: Monday to Sunday, a shift between 10:00 – 22:00. However, your working hours may vary depending on business needs. Salary: ÂŁ28,993.33 per annum (ÂŁ15.89ph) rising to ÂŁ31,536.40 per annum (ÂŁ17.33ph) after probation. Location: Hybrid – New Milton
This role is a UK based role and any hybrid/remote work must also be within the UK.
Start Date : 28th July 2025
For this role, you need 5mpbs upload and 15mpbs download internet speed
Appello Perks
- 231 hours holiday
- We offer you 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
- Private Medical Insurance – Personal
about You
You’re a people-focused and analytically minded individual with a passion for delivering excellent customer service in a fast-paced environment. You thrive on managing and developing teams, identifying operational improvements, and helping a growing business reach its full potential.
You’ll be experienced in workforce planning, contact centre operations, and coaching teams to exceed performance targets — especially during those critical out-of-hours periods when customer care is still paramount.
Key Role Requirements
To thrive in this role, you\’ll need:
- Experience in contact/control centre operations, especially within a high-volume environment
- Strong workforce planning and real-time resource management skills
- Proven ability to lead, coach and develop teams, particularly in an out-of-hours setting
- Excellent data analysis skills – you can spot trends, make sense of metrics, and drive improvements
- A confident and proactive approach to relationship management with internal and external stakeholders
- Outstanding communication and interpersonal skills, both written and verbal
- High attention to detail and a natural ability to stay calm under pressure
- A flexible and adaptable mindset – you’ll be working across shifts, sometimes independently and remotely
- Confidence in using call centre systems, reporting tools, and Microsoft Office applications
- A positive, can-do attitude and a genuine desire to help others
THE ROLE
As an Out of Hours Manager, you\’ll oversee the operational success of our Appello Control Centre team outside of traditional business hours. You’ll manage staffing, shift patterns, workforce planning, and performance metrics to ensure top-tier service delivery and SLA compliance.
You’ll also work closely with key stakeholders and external partners, supporting contract implementation, relationship management, and ongoing client satisfaction. You\’ll play a vital role in ensuring that our service is as effective at midnight as it is at midday.
Main Responsibilities And Activities
- Direct line management of out-of-hours operators and supervisors
- Resource planning aligned with real-time call traffic and demand
- Improve average handling time and reduce call demand through insight and action
- Conduct call audits and implement feedback to improve quality
- Attend client meetings and performance reviews
- Analyse trends, create reports, and support senior decision-making
- Support recruitment, training, and development efforts
- Represent Appello as a brand advocate and customer champion
READY TO APPLY
If you are interested in this role please upload your CV and tell us a bit about yourself !
If you have been successful in getting to the next stage will be in touch via email with details within a week of the closing date so keep an eye out
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.
Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Full-time
Job function
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Job function
Other
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Industries
Appliances, Electrical, and Electronics Manufacturing
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Out Of Hours Manager employer: Appello UK
Contact Detail:
Appello UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Out Of Hours Manager
✨Tip Number 1
Familiarise yourself with the specific challenges of managing a contact centre during out-of-hours periods. Research common issues faced in this environment and think about how you would address them. This will help you demonstrate your understanding of the role during any discussions.
✨Tip Number 2
Network with professionals in the contact centre industry, especially those who have experience in out-of-hours management. Engaging with them can provide valuable insights and may even lead to referrals or recommendations for the position.
✨Tip Number 3
Prepare to discuss your experience with workforce planning and real-time resource management. Think of specific examples where you've successfully managed staffing levels and improved performance metrics, as these are crucial skills for the Out Of Hours Manager role.
✨Tip Number 4
Showcase your analytical skills by being ready to discuss how you've used data analysis to drive improvements in previous roles. Be prepared to explain how you identify trends and implement changes based on your findings, as this is key to succeeding in this position.
We think you need these skills to ace Out Of Hours Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in contact centre operations and workforce planning. Use specific examples that demonstrate your ability to manage teams and improve performance metrics, especially in high-pressure situations.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer service and your analytical mindset. Mention how your skills align with the role's requirements, such as your experience in managing out-of-hours operations and your ability to analyse data trends.
Showcase Your Communication Skills: Since excellent communication is key for this role, ensure your application reflects your strong written and verbal skills. Use clear and concise language, and consider including examples of how you've successfully managed relationships with stakeholders.
Highlight Flexibility and Adaptability: Emphasise your flexible approach to work and your ability to adapt to changing demands. Mention any previous experiences where you successfully managed shifts or adapted to new challenges in a fast-paced environment.
How to prepare for a job interview at Appello UK
✨Showcase Your Leadership Skills
As an Out Of Hours Manager, you'll be leading teams during critical periods. Be prepared to discuss your previous experiences in managing and developing teams, especially in high-pressure environments. Share specific examples of how you've successfully coached team members to exceed performance targets.
✨Demonstrate Analytical Thinking
This role requires strong data analysis skills. During the interview, highlight your ability to spot trends and make data-driven decisions. Prepare to discuss how you've used metrics to drive improvements in past roles, particularly in contact centre operations.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-time situations. Think about scenarios where you've had to manage staffing and resource planning effectively. Be ready to explain your thought process and the outcomes of your decisions.
✨Emphasise Your Communication Skills
Outstanding communication is key in this role. Be sure to convey your interpersonal skills during the interview. Discuss how you've built relationships with stakeholders and how you handle feedback, both giving and receiving, to improve service delivery.
