Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Manage the Appello Control Centre team during out-of-hours, ensuring top-tier service delivery.
- Company: Join Appello, a growing company focused on delivering exceptional customer service.
- Benefits: Enjoy 231 hours holiday, discounts, private medical insurance, and a pension scheme.
- Why this job: Be part of a dynamic team, improve customer care, and develop your leadership skills.
- Qualifications: Experience in contact centre operations, workforce planning, and strong analytical skills required.
- Other info: Exciting growth opportunities await as we expand our services.
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: £28,993.33 per annum (£15.89ph) rising to £31,536.40 per annum (£17.33ph) 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 .
Out Of Hours Manager employer: Appello
Contact Detail:
Appello Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Out Of Hours Manager
✨Tip Number 1
Familiarise yourself with the key responsibilities of the Out of Hours Manager role. Understanding the nuances of managing a contact centre during off-peak hours will help you demonstrate your knowledge and readiness for the position.
✨Tip Number 2
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can be invaluable during interviews.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed teams in high-pressure environments. Highlighting your experience in workforce planning and performance metrics will set you apart.
✨Tip Number 4
Showcase your analytical skills by being ready to discuss how you've used data to drive improvements in previous roles. This will align well with the job's focus on data analysis and operational success.
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.
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, particularly in managing out-of-hours operations.
Showcase Data Analysis Skills: Provide examples of how you've used data analysis to drive improvements in previous roles. Highlight any specific metrics you’ve improved and how you achieved those results.
Prepare for Potential Questions: Think about how you would respond to questions regarding your experience in high-pressure environments and your approach to team management. Be ready to discuss specific scenarios where you successfully led a team or improved service delivery.
How to prepare for a job interview at Appello
✨Showcase Your Leadership Skills
As an Out Of Hours Manager, you'll be leading a team. Be prepared to discuss your previous experiences in managing and developing teams, especially in high-pressure environments. Share specific examples of how you've motivated your team to exceed performance targets.
✨Demonstrate Analytical Thinking
This role requires strong data analysis skills. Be ready to talk about how you've used data to identify trends and drive improvements in past roles. Consider bringing examples of reports or metrics you've worked with to illustrate your analytical capabilities.
✨Prepare for Scenario-Based Questions
Expect questions that assess your ability to handle real-time resource management and workforce planning. Think of scenarios where you've had to adapt quickly to changing demands and how you ensured service delivery remained top-notch during those times.
✨Emphasise Your Communication Skills
Outstanding communication is key in this role. Prepare to discuss how you've effectively managed relationships with both internal and external stakeholders. Highlight any experiences where your communication skills led to successful outcomes, especially in challenging situations.
