Customer Services
7 months ago
**About the Appello Group
We are committed to transforming lives through technology enabled care services, blending the expertise in our monitoring centre with the latest digital technology being created by ourselves and our partners. As the UK's largest telecare monitoring and digital equipment provider, we support over 300,000 vulnerable people in our communities to live safer, happier, and more enriched lives.
Our journey of supporting housing, health and social care dates back to 24th June 1988 when we took our first emergency call from our Head Office in New Milton, Hampshire. With a team of just five employees, we were pioneers for emergency monitoring within the housing sector. Over the next decade our business grew considerably as did our team.
The Appello Group now consists of many brands, including, Appello and Careline365, all are equally pivotal in our continued growth and commitment to improving the safety and wellbeing of our communities.
Today, we operate from multiple locations across the UK, with offices in Hampshire, Wiltshire, and Norfolk, and a team of remote workers all over the UK.
**Position**:
**Customer Services - Shift Supervisor**
**Hours**: 37.5 per week
**Shift pattern**:Monday - Friday 09:00-17:30
**Salary**:£27,300
**Location**:Hybrid** - **New Milton Office - you will need to be within a commutable distance to the office
**Start date**: ASAP
**Appello Perks**
- 23 days holiday rising to 25 days annual + bank holidays
- 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 friends’ discounts on our services & products
- Pension Scheme, up to 4% Company matched
- Life assurance 2x annual salary
**Line management responsibility of Operators**
- Conduct one to ones with each team member on a needs-based frequency, identify poor performers and training needs and manage in line with
company policies.
- Provide call coaching with each team member by observing and identifying excellent call examples and further development call examples.
- To ensure Personal Development Reviews (PDRs) are completed with each team member twice yearly in line with company policy.
- Manage sickness absence by ensuring team members follow correct reporting procedures, update absence on Cezanne and complete return to work
interviews for each period of sickness absence. Escalate to Senior Management and HR high sickness absence individuals who may require a formal
review.
- Assist in the generation and sharing of comprehensive and detailed reports about team performance utilising Dashboard, Evo Carenet and Power BI and data MI.
**Shift Management and support**
- Provide Support to operators when they are dealing with call handling (such as escalated calls, difficult calls)
- Review resource regularly to ensure that each shift is set up to succeed and any escalate any concerns to Customer Service Team Manager
- To manage the Support Services and outbound team in times of high call volumes and low call volumes and taking ownership for service management
- To ensure that the quality of customer care is firmly at the centre in decision made and with all we do.
- 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 Customer Services Team Manager
- Consistent review of User State to ensure all operators are being utilised effectively and managing any negative behaviours observe both remotely and within the office environment
- Ensure homeworkers are provided with the same level of support as those in the office
- Take incoming absence calls from direct reports ensuring the details are logged on Cezanne and RTW’s are completed
3. Provide operational leadership
- To provide and demonstrate excellent customer service to both internal and external stakeholders.
- To ensure that communication from the senior management team is conveyed to all employees in a positive and objective manner.
- To demonstrate positivity in the Customer Services Team ensuring employee engagement is at the heart of the department.
- Live and breathe ‘You Said We Did’.
- Promote ‘Mentor Me’ programme and succession planning.
- Ensure employee suggestion box, values nominations and star call nominations are encouraged at all times.
- Assists Customer Services Team Leader with hiring processes and new team member training.
**Requirements**:
**Experience**
- Essential _
- 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.
- Desirable _
- Extensive experience of working as an oper
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