🧡REFERRALS TEAM LEADER

🏠INTERNAL ONLY 

🚀 Ready to Lead a Rockstar Team in Customer Services?
We’re on the hunt for a dynamic, detail-loving Team Leader to steer our brilliant Referrals crew! If you're passionate about people, thrive on precision, and love turning admin into awesome, this is your moment. From managing referrals and outbound calls to coaching your team to KPI-crushing success — you’ll be at the heart of keeping our customer experience smooth, smart, and sparkling.

🕰️Hours: 35 hours per week

📅Shift pattern:  Monday - Friday 09:00-17:00

💸Salary: starting at £26,000 and rising to on successful completion of probation £27,500.

📍Location: Remote

📆Start Date: August /September 2025

Perks 😎

• 217 hours holiday rising to 231 with length of service
• We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
• 24/7 employee assistance programme
• Family and friends’ discounts on our services & products
• Pension Scheme, up to 4% Company matched
• Smart Tech Benefit

🔎What we are looking for

We’re seeking a motivated and detail-oriented individual to join our Referrals Team. The ideal candidate will bring a blend of experience, skills, and personal attributes that support high-quality service delivery and team collaboration.

You are organised, efficient, and reliable, with a self-motivated approach and a friendly, positive attitude. You should be comfortable working both independently and as part of a team, and able to manage conflicting demands under pressure. Strong problem-solving skills, initiative, and a flexible approach to multitasking are essential. Excellent verbal and written communication skills are key, along with the ability to handle internal and external queries professionally. A keen eye for detail, a high level of accuracy, and an appetite to learn and grow within the role will help you thrive in this position.

Essential Criteria

• Minimum of 1 year’s experience in a referrals team.
• Strong attention to detail and ability to manage complex queries.
• Proven ability to lead and motivate a team.
• Excellent communication and interpersonal skills.
• IT literacy, including proficiency in Microsoft Office (Excel, Word, Outlook).
• Ability to produce and interpret reports.
• A good general standard of secondary education (GCSE Grades A–C or equivalent).
• NVQ Level 2/3 in Customer Service or Business Administration.
• Ability to analyse information and accurately input data using Excel.
• Experience in using databases and producing reports.

Desirable Criteria

• NVQ Level 3 in Customer Service or Business Administration.
• Experience with data audits and quality assurance processes.

🧡THE ROLE 

This role involves managing daily operations, ensuring high-quality service delivery, and driving continuous improvement for the Referrals Team.

Key Responsibilities:

• Team Leadership: Supervise and support the team, conduct regular meetings and 1:1s, and lead onboarding and training.
• Operations Management: Oversee referral processing, outbound calls, inbox management, and data reporting.
• Quality & Compliance: Ensure GDPR compliance, lead data audits, and manage safeguarding concerns.
• Reporting & Documentation: Produce reports, maintain procedures, and respond to queries professionally.
• Continuous Improvement: Identify process enhancements and foster a culture of learning and adaptability.

READY TO APPLY ✅

If you are interested in this role please upload your CV and tell us a bit more 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.