Telecare Shift Supervisor - Evenings

🎧TELECARE SHIFT SUPERVISOR - Evenings

⭐Join a role that puts people and performance first. As a Shift Supervisor in our call‑centre, you’ll support operators, manage real‑time workflow, and make sure every process is followed so customers receive the smooth, reliable service they expect.

🕰️Hours: 26.25 hours per week

📅Shift pattern: 4 on 4 off 16:00-00:00

💸Salary: starting at £18,209.10 per annum rising to £19,478.55 post successfully passing probation

📍Location: Remote

📆Start Date : March 2026

⚠️Please note that this role is subject to pre‑employment 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.

🌍This role is a UK based role and any hybrid/remote work must also be within the UK.

🌟For this role, you need 5mpbs upload and 15mpbs download internet speed🌟

😎Appello Perks:

• 163 hours holiday rising to 173 hours with length of service This includes bank holidays that you will 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 friends’ discounts on our services & products

• Pension Scheme, up to 4% Company matched

• Free on-site parking

👇ABOUT YOU

We’re on the hunt for someone who’s calm under pressure, great with people, and passionate about delivering outstanding service — even on the toughest days. If you love supporting others, staying organised, and making a real difference to callers and colleagues, you’ll fit right in! 💬💛

⏰You will have experience in supervisory role or experience with Real time analysis or similar

Below is what you must bring to the role — and what will make you shine even brighter ✨👇 

✅ Essential – What You’ll Need to Bring

👥 Experience

• Experience in a busy call centre environment.

• Confidence in sharing ideas, feedback, and suggestions for improving the service

• Ability to support or contribute to service improvement initiatives

• BONUS POINTS if you have real-time analysis experience 🏅

🎓 Qualifications & Training

• 5 GCSEs or equivalent, including Maths & English (Grade C or above)

💡 Skills, Knowledge & Abilities

• Strong IT skills across a variety of systems (Word, Excel, Outlook etc.)

• Understanding of CRM systems and call-handling platforms

• Able to act assertively with confidence

• Strong decision‑making skills

• Committed to continuous improvement and open to feedback

• Great at problem‑solving 🔍

• Supportive, team‑focused approach

💛 Personal Attributes

• Encourages and supports others to shine

• Helps build a professional, positive, and supportive team culture

• Works well under pressure and meets tight deadlines

• Communicates with empathy, patience, and care — even with demanding callers

⭐ Desirable – The “Nice to Haves”

👥 Experience

• Experience monitoring performance and delivering service improvement projects

• Coaching, mentoring, or developing others

• Ability to analyse large data sets and demonstrate results

• Understanding of health & safety responsibilities for a team

🎓 Qualifications & Training

• CMI / ILM / NVQ in Team Leading or Management

• Training in handling difficult customers

💡 Skills, Knowledge & Abilities

• Ability to motivate and inspire teamwork

• Experience managing underperformance

• Awareness of key HR policies (attendance, performance, grievances)

💛 Personal Attributes

• A natural problem‑solver who can think outside the box and drive results 🎁✨

🎧THE ROLE

Ready to take the lead and keep our call centre buzzing? 🎧🚀
As a Shift Supervisor, you’ll be the go‑to hero on the virtual floor — guiding operators through tricky calls, keeping the shift running smoothly, and making sure every customer gets the care, clarity, and confidence they dese