Appello UK

• Deliver excellent customer service across phone, email and internal systems • Communicate professionally and empathetically with customers, including vulnerable individuals • Accurately maintain customer records and complete a range of administrative tasks • Follow established processes, service standards and timescales • Handle sensitive information confidentially and comply with GDPR and other requirements • Identify and escalate safeguarding concerns in line with company procedures • Work collaboratively with colleagues and adapt to changing priorities • Contribute to service improvements and report activities

• Be the first point of contact for emergency alarm calls from our elderly and vulnerable Service Users • Support Sheltered Housing residents and those living independently • Deliver top-tier customer service with empathy, professionalism, and a smile (yes, even over the phone!) • Turning tough calls into positive experiences • Managing difficult conversations with empathy and control • Keeping confidentiality and professionalism at the heart of every interaction • Working closely with a supportive team that’s got your back

• Handling inbound and outbound calls from the general public covering out‑of‑hours repairs, emergency council services, social services, homelessness queries, community equipment faults and reports of anti‑social behaviour • Delivering calm, clear and positive communication — even when callers are distressed, agitated or unsure how to explain their issue • Quickly identifying caller needs using effective questioning and active listening • Logging and progressing repairs, service requests and urgent issues using the correct procedures every time • Managing difficult or sensitive calls with empathy, professionalism and confidence • Keeping callers informed throughout their journey and ensuring every call ends on a positive, reassuring note • Escalating emergencies or unclear procedures to the appropriate teams • Maintaining accurate records, confidentiality and service standards on every interaction • Working collaboratively with colleagues, sharing information, seeking support when needed, and contributing to a positive team environment

• As a Coach, you’ll take ownership of team performance, service levels and customer experience within a fast‑paced Control Centre environment. • Working closely with senior leaders, you’ll turn insight into action, develop future talent, and drive meaningful improvements that make a difference to both customers and colleagues. • You will be accountable for the day‑to‑day coaching and performance of Operators within the Control Centre. • Working closely with Senior Coaches, Supervisors and the Control Centre Manager, you’ll play a key role in improving service delivery, customer satisfaction and first‑time resolution. • You will lead on reducing average handling time, call demand, complaints and failed call evaluations, while ensuring service levels and KPIs are consistently met. • The role also involves managing team performance and behaviours through coaching, training, engagement and motivation, as well as producing and using management information to drive continuous improvement. • In addition, you’ll support succession planning and mentoring programmes, promote a positive and engaged working culture, and ensure compliance with safeguarding, data protection, health & safety and company policies at all times.

• Handle inbound and outbound customer enquiries across phone, email, and digital channels with professionalism and care • Generate and convert sales leads through proactive outreach and effective engagement • Provide accurate product information and tailored recommendations • Build strong customer relationships to encourage repeat business and loyalty • Identify and promote upgrade opportunities that enhance safety, independence, and quality of life • Clearly explain the benefits of upgraded devices and services • Achieve and exceed individual and team sales targets, KPIs, and revenue objectives • Spot upselling and cross-selling opportunities in every interaction • Prepare accurate quotations, process orders, and ensure timely follow-up • Maintain up-to-date knowledge of products, services, and market trends • Record all sales activity and customer interactions in our CRM • Collaborate with colleagues across operations, marketing, and customer service for a seamless journey • Contribute to continuous improvement by sharing feedback on customer needs and market opportunities

• Handle inbound and outbound customer enquiries across phone, email, and digital channels • Generate and convert sales leads through proactive outreach and effective engagement • Provide accurate product information and tailored recommendations • Build strong customer relationships to encourage repeat business and loyalty • Identify and promote upgrade opportunities that enhance safety, independence, and quality of life • Achieve and exceed individual and team sales targets, KPIs, and revenue objectives • Record all sales activity and customer interactions in our CRM • Collaborate with colleagues across operations, marketing, and customer service

• Resolve complex connectivity issues across SIMs, IP networks, and telecare communication protocols • Diagnose critical faults, perform root cause analysis, and implement long-term solutions • Escalate high-impact or intractable issues to senior engineers with clear insights • Manage major incidents to minimise service disruption and restore operations quickly • Apply OTA firmware updates and support API and application fault management • Deliver expert support via phone, email, remote tools, and on-site visits • Troubleshoot advanced hardware, software, and network issues • Support TECS devices and platforms including SmartLife, SmartBridge, DMP, and XACS • Develop and maintain clear technical documentation and troubleshooting guides

• Troubleshoot and resolve complex issues across Appello’s Technology Enabled Care Services (TECS) • Diagnose critical faults, implement robust solutions, and contribute to continuous service improvement • Build strong relationships, communicate clearly with both technical and non-technical stakeholders • Deliver expert support via phone, email, remote tools, and on-site visits • Maintain exceptional customer service, ensuring clear communication and timely resolution • Collaborate with third-party vendors to resolve complex technical challenges • Develop and maintain clear technical documentation and troubleshooting guides

• Deliver expert support via phone, email, remote tools, and on-site visits • Troubleshoot advanced hardware, software, and network issues • Support TECS devices and platforms including SmartLife and SmartBridge • Maintain exceptional customer service • Diagnose critical faults, perform root cause analysis, and implement long-term solutions • Manage major incidents to minimize service disruption • Develop and maintain clear technical documentation and troubleshooting guides

• Working collaboratively with other Learning Coordinators to ensure consistency, best practice and shared capability across the Group. • Supporting the delivery of a structured, engaging and effective onboarding journey for new starters. • Observing live calls as part of agreed plans to identify training needs and support performance improvement. • Mentoring new starters to support their transition, maintaining up-to-date knowledge of call handling procedures and periodically handling live calls where required. • Supporting training identified through Training Needs Analysis (TNA), including leadership and externally delivered training. • Contributing to the implementation, maintenance and continuous improvement of the Learning Management System (LMS). • Ensuring learning content is current, relevant, embedded in the business and aligned to organisational needs. • Working with L&D Leads and business leaders to prioritise learning activity and deliver against agreed plans. • Supporting the design and delivery of development programmes, including leadership development initiatives. • Using LMS data to provide insights, track engagement and support evidence-based learning decisions. • Promoting a “One Team” approach by building knowledge across Group functions and sharing best practice.