🎧TELECARE SHIFT SUPERVISOR - Evenings

⭐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: 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 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:

• 163 hours holiday rising to 173 hours with length of service 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! 💬💛

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 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 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.