About Appello

We are committed to transforming lives through technology enabled care services, blending the expertise in our monitoring centre 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.

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

Training Lead - Work From Home

35 hours per week , flexible dependant on business needs

Requirement to travel in line with business needs to our offices across the UK. 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. Accomodation and travel paid for.

You will ensure consistency in training and development of our life critical operators!

As Training Lead you will be accountable for the recruitment of and onboarding of new recruits from initial interview through to onboarding and successful migration to the coach and successful probation. Being successfully competence in aiding the business plan for the future.

You will work in hand with Senior Coach, Coaches and the Control Centre Manager in driving AHT, reducing Call Volumes and supporting bespoke niche coach objectives.

Role Purpose

• To have accountability for the day to day coaching of Trainers and organisation of the training team and the tasks the training team undertake.

• To ensure consistency in training and development of all control centre employees by leading the training function within monitoring.

• Complete training needs analysis, evaluation and delivery of Appello training, whilst continuing to revisit existing policies and procedures and re-engineer to add value to the Appello business.

• The role will also involve being jointly accountable for the management of individuals and team performance and behaviours through coaching, training, development, motivation, engagement and promoting the importance of excellence, customer satisfaction and first-time resolution.

Experience

• Is an engagement champion obtaining buy in from the off.
• Can analyse large amounts of data to demonstrate results.
• Demonstrable experience of working with the public face to face and/or on the telephone.
• Minimum of 5 years’ experience of managing employees to include formal employee relation processes.
• Demonstrable experience of coaching, mentoring and developing new and less experienced employees.
• Proven experience of monitoring performance and developing and implementing service improvement projects.
• Proven motivational leader engaging employees to achieve high levels of performance.
• Ability to contribute ideas, suggestions and feedback to improve the service and to identify and implement service improvement projects.
• Has managed and lead teams of 12 operators in call centre environment.
• Has managed service within a 5,000 calls per day environment.
• Aware of health and safety responsibilities for team. Has delivered tangible change programmes in SME.

Qualifications & Training

ESSENTIAL

• Degree level qualification
• Data Protection awareness training
• Safeguarding awareness training
• Equality & Diversity awareness training
• CMI/ILM/NVQ in team leading and/or management

DESIRABLE

• Six sigma methodology

Skills, General & Special Knowledge

Stakeholder management (internal & external) Ability to present to diverse audiences (internal & external)

• Ability to liaise effectively on a B2B level

• Engagement champion for 160 head control centre

Project management skills

• IT literate using a wide range of different computer systems including Word, Excel and Outlook.

• Understands CRM database.

• Can interrogate and provide valuable management information from CRM databases, ACD and reporting

• Involves and motivates employees to encourage teamwork.

• Recognises and deals with issues of underperformance.

• Can tailor communication style to suit that of the audience

• Effective decision maker

• Seeks obtaining feedback for continuous improvement.

• Ability to problem solve.

• Values and supports others.

• Service management knowledge and understanding

• Awareness of key HR policies, e.g. attendance management, managing performance, grievance procedures etc.

Personal Attributes

• Ability to think outside the box to deliver results.
• • Presents information clearly, concisely, accurately and in ways that promote understanding.
• • Keeps people informed of plans and developments.
• • Encourages and supports others to make best use of their abilities.
• • Agrees what is expected of others and hold them to account.
• • Articulates a vision that generates excitement, enthusiasm and commitment.
• • Identifies and works with people and organisations that can provide support for your work.
• • Works to develop an atmosphere of professionalism and mutual support.
• • Recognises when there are conflicts, acknowledge the feelings and views of all
• • Ability to work under pressure & too tight deadlines.
• • Ability to deal with demanding customers in a sympathetic understanding and caring way.
• • Amiable

Appello Perks 😎

• Annual salary of £30,000 post probation period
• 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
• Life assurance 2x annual salary
• 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 CareersTeam on 01425 626337.