Telecare Shift Supervisor - Nights (6-Month Secondment) - INTERNAL ONLY 🏢

🎧TELECARE SHIFT SUPERVISOR - Nights (6-Month Secondment) - INTERNAL ONLY 🏢
⭐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.
🌟For this role, you need 5mpbs upload and 15mpbs download internet speed🌟

😎Appello Perks:
184 hours annual leave (PRO RATA). This includes bank holidays that you will work.

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

👇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! 💬💛
⏰You will have experience in 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 & 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 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 the calm in the storm — this role is your perfect fit 💪💬✨
📌 KEY RESPONISBILITIES
🕓 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 on 01425 626337.