About Appello

We are committed to transforming lives through technology enabled care services, blending the expertise in our monitoring center with the latest digital technology being created by ourselves and our partners.

Becoming the UK's largest monitoring centre, supporting over 200,000 people across the country, and developing the first digital telecare system has been no small feats.

Our ambitions though are still significant and as our population ages the requirements for services that empower people to live independent, happier and healthier lives will continue to grow.

At Appello, you can make a difference to people’s lives. You’ll be helping to transform lives through technology solutions, supporting the health, safety and security of vulnerable people.

You’re trusted to deliver outcomes that improve lives. We know this isn’t an easy task. It’s not for everyone. So in return, you’ll be well rewarded for your effort. You’ll be supported in your career – whether that’s career progression, learning new skills or simply doing what you do well.

And because we’re there for our customers around the clock, we’ve got opportunities that can be flexible for you.

Please note - we can only accept applications from Mainland UK currently

Customer Service Manager - Out of Hours - Work From Home

40 hours per week - mostly evenings and weekends

The successful candidate will be required to train at our New Milton office once a month for a week at a time for the first 4-6months of their start date. Accommodation and travel paid for.

As a Customer Service Manager at Appello you will report to the Control Centre Manager,. You will be responsible for maintaining a high level of Customer Service and performance management for the Out of Hours Control Centre Employees. Work Force Management is a large part of the role including analysing data and forecasting.

In conjunction with the Control Centre Manager, you will be the key contact through face to face meetings, and virtual meetings for all businesses which are embedded into Appello (post implementation). Whilst supporting the Operational Success manager in implementation of new Out of Hours business being the key stakeholder post implementation.

• To ensure all aspects of the Out of Hours business are resourced effectively within budget and that sophisticated planning tools are utilized to ensure trends are analysed and acted upon.
• To identify trends in call traffic and implement reactive practices to reduce cost and add to the bottom line.
• To utilise external work force planning tools to ensure resource is in-line with call demand and ensure shortfalls are resourced, over resourcing is kept to a minimum and where it occurs the business utilizes to support training and development of all employees.
• To ensure attention to detail ensuring all reporting and interactions both verbal and written are to the highest standard.
• To ensure that all existing contracts are serviced and retained at regular intervals (contracted or otherwise) performance meetings with Out of Hours Appello customers.
• To ensure new Out of Hours contracts are serviced and implemented through review meetings with new Appello customers.
• Manage multi-site control centre operators across wide geographical areas.
• To analyse existing direct cost base and make suggestions on how to reengineer processes and procedures to add to the bottom line.
• To work unaided with limited support and without hand on support seeking personal development and support when and as required.

Experience

• A proven background in contact/control centre management and data analysis.
• Extensive experience in data analytics where data can be interrogated and intelligible solutions can be drawn and demonstrated.
• Work Force Planning Expert
• Experience in assessing operational needs and commercial viability in line with new business opportunities.
• Experience in relationship management on a business to business basis.
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Qualifications & Training

• A good standard of education preferably a graduate with a minimum of either A or AS Level is necessary together with relevant qualifications

Skills, General & Special Knowledge

• An excellent knowledge of contact centre philosophies’ including performance management, retention, motivation, employee surveys, resource and capacity planning, statistical analytical skills and WFM
• Full training will be provided for applicants on the technical skills needed to perform role.
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Personal Attributes

• The ability to engage with people, retaining their interest and to facilitate groups of people effectively.
• Challenge the Status Quo and develop ideas to enhance profitability / efficiency.
• Ability to adapt or tailor management style according to the recipient
• Excellent active listening skills
• Ability to work under pressure
• To use initiative in problem solving
• Self motivated team player
• Flexible approach to multitasking
• High level of Customer Service
• Positive ‘can do’ attitude
• High degree of organization
• Attention to detail
• Ability to understand and provide a positive outlook for changes in business practices
• Adaptable to working pattern supporting the business through informal contract.

Appello Perks 😎

• Annual salary of £35,382
• 25 days annual leave
• 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
• Discretionary Company Sick Pay
• Life assurance 2x annual salary
• Private Medical Insurance - Personal Cover

📧 Ready to join our team? 📧

To apply, you'll need to complete the following:

• CV (Word doc or PDF files only) to include educational background information and work experience

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 HR Team on 01425 626337.