Control Centre Supervisor

1 week ago

New Milton, United Kingdom Appello Full time

**About Appello**

We are committed to transforming lives through technology enabled care services, blending the expertise in our monitoring center with the latest digital technology being created by ourselves and our partners.

Becoming the UK's largest monitoring centre, supporting over 200,000 people across the country, and developing the first digital telecare system has been no small feats.

Our ambitions though are still significant and as our population ages the requirements for services that empower people to live independent, happier and healthier lives will continue to grow.

At Appello, you can make a difference to people’s lives. You’ll be helping to transform lives through technology solutions, supporting the health, safety and security of vulnerable people.

You’re trusted to deliver outcomes that improve lives. We know this isn’t an easy task. It’s not for everyone. So in return, you’ll be well rewarded for your effort. You’ll be supported in your career - whether that’s career progression, learning new skills or simply doing what you do well.

And because we’re there for our customers around the clock, we’ve got opportunities that can be flexible for you.

**Position**:
**Call Centre Supervisor - Late Shift - 16.00- 00.00 Four on Four off (26.25 hours per week)
**SALARY**:
**£18,086.25 per annum then increases to £19,478.55 at successful probation**

**LOCATION**:
**Office based in New Milton, Hampshire, you must be located within a commutable distance.**
- Role Purpose_

To have responsibility with your peer supervisor for the successful running of a robust shift ensuring process and procedures are adhered to in line with business expectations and that KPI’s are achieved by effective service management and staff management whilst on shift.

**Main Responsibilities and Activities**

**Shift management & support**
- Provide support to operators when they are dealing with call handling (such as emotional, abusive or difficult calls).
- Provide regular feedback and updates to the Senior Coaches and Coaches on matters relating to the operator’s skill set.
- To ensure that the quality of customer care is firmly at the centre of decisions made and with all we do, ensuring taking overall accountability for the end user’s safety.
- To manage the control centre in times of high call volumes and low call volumes and taking full ownership for service management.
- Utilise operational resource to achieve customer and industry key performance indicators. Review in line with current procedures and processes whilst using own initiative to deliver excellent operational results.
- To escalate any service management concerns including resourcing challenges to the on-call senior service manager.
- Review resource regularly to ensure that each shift is set up to succeed and any escalate any concerns to Injixo and Control Centre Manager.
- To escalate and own any crisis management situations, particular events, customer complaints and major incidents to the on-call senior crisis manager in line with procedures.
- Consistent review of User State to ensure all operators are being utilised effectively, and managing any negative behaviours observed both remotely and within the control centre.
- Ensure homeworkers are provided with the same level of support as those in the office.
- Take incoming absence calls from staff, ensuring that details are logged, line managers are made aware and RTWs are completed where needed in the absence of a Coach.
- Complete RTWs and manage negative behaviours in the absence of a Coach.

**Requirements**:
**Essential - Minimum Criteria**

**Location**

New Milton or the surrounding area

**Experience**
- Demonstrable experience of working with the public face to face and/or on the telephone.
- Ability to contribute ideas, suggestions and feedback to improve the service and to identify and implement service improvement projects.

**Qualifications & Training**
- 5 GCSEs or equivalent (To include Maths & English at ‘C’ or above)

**Skills, General & Special Knowledge**
- IT literate using a wide range of different computer systems including Word, Excel and Outlook.
- Understands call handling platforms.
- Can act assertively.
- Takes effective decision-making.
- Seeks obtaining feedback for continuous improvement.
- Ability to problem solve.
- Values and supports others.

**Personal Attributes**
- Encourages and supports others to make best use of their abilities.
- Works to develop an atmosphere of professionalism and mutual support.
- Ability to work under pressure and to tight deadlines.
- Ability to deal with demanding customers in an empathetic understanding and caring way.

**Other information**:

- Appello Perks
- 23 days holiday rising to 25 days annual leave pro rata
- We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
- 24/7 employee assistance programme
- Family and f

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