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OOH's Coach
Location
United Kingdom
Posted
73 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
OOH's Coach
Appello Group
šOOH COACH - INTERNAL ONLY- 6 MONTH SECONDMENT š Lead the heartbeat of our Out of Hours service ā where performance, people, and customer excellence come together. š°ļøHours: 35 hours per week š Shift pattern: Core hours between 12:00 - 20:00 occasional weekend work inline with business needs. šøSalary: starting at Ā£30,000 per annum šLocation: Remote (travel inline with business needs) šTraining : 1 week at New Milton office šStart Date :April 2026 Please note that this role is subject to preāemployment 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. šThis role is a UK based role and any hybrid/remote work must also be within the UK. šFor this role, you need 5mpbs upload and 15mpbs download internet speedš šAppello Perks - 231 hours holiday This includes bank holidays that you may 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 friendsā discounts on our services & products - Pension Scheme, up to 4% Company matched - Free on-site parking šABOUT YOU Weāre searching for a dynamic, dataāsavvy leader who can bring energy, insight, and bigāpicture thinking to our Out of Hours operation. If you love solving problems, empowering people, and turning complex data into smart decisions ā this role has your name all over it! š”šāØ Hereās what will help you shine: ā Experience Weād Love You to Bring - Proven experience managing contact centres or control centres š§ - Strong data analytics skills ā able to interrogate data and turn it into actionable solutions šš - Workforce Planning expert with WFM tool mastery - Experience assessing operational needs, commercial opportunities, and cost viability - Confident relationshipābuilder with B2B clients š¤ - Background in housing, social care, property management, telecare, or Out of Hours services (bonus!) š Qualifications & Training - Degreeālevel qualification š - Awareness of: - Data Protection š”ļø - Safeguarding š§© - Equality & Diversity š¤ - Leadership qualifications: CMI / ILM / NVQ - Six Sigma methodology (hello process excellence!) š¢ - Emotional intelligence training - Training in handling difficult customers š” Skills & Knowledge - Deep understanding of contactācentre performance, motivation, retention, workforce planning & analytics - Strong serviceāmanagement knowledge - Awareness of key HR processes (attendance, performance, grievances) š„ - Broad leadership toolkit ā adaptable, confident, and peopleāfocused - Ability to communicate effectively with everyone from operators to directors š¤ ā Personal Attributes That Make You a Perfect Fit - Engaging communicator who can inspire, influence, and hold attention - Challenges the status quo and creates smarter, more profitable ways of working š„ - Able to flex your leadership style for different people and situations - Strong active listening skills š - Calm under pressure and great at juggling priorities - Confident problemāsolver who uses initiative - Selfāmotivated team player who leads by example - A natural āthereās always a solution!ā kind of person šāØ šTHE ROLE Looking for a role where every night is different and your leadership makes a real impact? šāØ As our Out of Hours Manager, youāll be the driving force behind a highāperforming, multiāsite operation ā leading teams, powering customer excellence, and delivering topātier performance for our B2B partners. Youāll blend people leadership, operational strategy, technology delivery, and customer relationship management into one exciting, fastāpaced role. šš¬š” From resource planning and KPIs to contract reviews, tech rollouts, and nationwide travel, youāll keep the whole Out of Hours service running smoothly, efficiently, and with brilliant customer experience at its heart. ā¤ļøš š Key Responsibilities š„ Leadership & Performance - Lead and inspire Out of Hours teams across multiple sites š - Drive accountability, consistent behaviours, and high-quality performance - Own all SLA/KPI delivery, operational outcomes, and service excellence - Coach, develop, and engage staff ā building future leaders š± - Oversee performance management, recognition, and improvement actions š¤ B2B Customer Relationships - Act as the senior point of contact for all Out of Hours customers - Attend client reviews nationwide, presenting insights and performance š - Support retention and growth through outstanding service delivery - Manage escalations and service recovery with confidence and professionalism - Lead contract mobilisation, implementation, and ongoing enhancements š» Technology & Innovation - Ensure teams are confident and trained ā collaborating with L&D and tech teams - Identify opportunities for automation and smarter workflows āļø - Sponsor operational change with minimal service disruption š Travel & OnāSite Engagement - Travel across the UK to visit customers, manage relationships, and review service delivery - Carry out onāsite assessments and support implementations - Represent the company with confidence and professionalism š Operational Management & Workforce Planning - Own forecasting, workforce planning, and resource allocation - Ensure the Out of Hours operation is fully resourced within budget š· - Analyse call trends and take action to reduce cost and improve efficiency - Manage multiāsite control centre teams across wide geographical areas - Use WFM tools to optimise schedules and support service resilience ā Customer Service Excellence - Champion the Appello brand and uphold best-in-class customer experience - Identify areas for continuous improvement and implement positive change - Support the wider leadership team and take on duties aligned to business needs - Build strong relationships with customers, attending review meetings as required š©āš¼ People, Training & HR Support - Support recruitment, onboarding, and resource planning - Work with HR and Training to identify and meet development needs - Maintain a motivated, engaged, wellāinformed workforce - Manage costs such as overtime and support disciplinary/grievance processes - Promote transparent resource planning and share data insights with the team š§ General Responsibilities - Work independently with minimal supervision - Continuously develop your skills and encourage the same in others - Reengineer processes to reduce cost and boost profitability š - Support the Control Centre Manager and leadership team where required READY TO APPLY ā 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. Youāll 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.
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