Transforming lives through Technology Enabled Care Services (TECS)
Telecare Coach
Location
United Kingdom
Posted
6 days ago
Salary
£31.0K / year
Seniority
Senior
Job Description
Telecare Coach
Appello UK
• 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.
Job Requirements
- Proven experience coaching, mentoring and developing employees, including new and less experienced team members
- Minimum 5 years’ experience managing employees, including handling formal employee relations processes
- Experience leading and managing teams within a call centre or contact centre environment
- Demonstrable experience managing service delivery in a high‑volume call environment (circa 5,000 calls per day)
- Experience monitoring performance and delivering service improvement and continuous improvement initiatives
- Proven ability to analyse large volumes of data and management information to demonstrate results and drive improvements
- Experience conducting call audits, quality evaluations and performance reviews
- Strong background in motivating, engaging and retaining employees to achieve high levels of performance
- Experience working directly with customers, either face‑to‑face or via telephone, including handling sensitive or challenging situations
- Experience contributing ideas and implementing changes to improve customer service and operational performance
- Experience within Telecare, Social Care, Local Housing, Property Management or Out‑of‑Hours contact services is desirable
Benefits
- 231 hours holiday per annum. This includes bank holidays that you will work if scheduled.
- 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 friends’ discounts on our services & products
- Pension Scheme, up to 4% Company matched
- Free on-site parking
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