Appello UK

• 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.

• Drive growth in the housing and social care sector by bringing Appello’s digital solutions to new customers • Expand success with the existing customer base • Build strong pipelines and manage key relationships • Present tailored Appello digital solutions via meetings (F2F/Teams), calls, email, or social media • Attend industry events and conferences to build insight and connections • Build and maintain a strong sales pipeline to achieve department and role targets • Hit financial and order-intake goals while protecting margin • Engage stakeholders effectively across the sales cycle