Out Of Hours Coach

Appello Careline Limited; Remote; GBP 25,000 - 30,000; Full time

Job summary

A dynamic service provider in the UK seeks an Out of Hours Coach to lead their contact centre operations. This key role involves managing staff, understanding data analytics, and ensuring exceptional customer service delivery outside of normal business hours. Ideal candidates will have experience in workforce planning, strong communication skills, and be adaptable to changing conditions. Opportunities for career advancement are available within a growing team that champions excellence and service quality.

Benefits

231 hours holiday

Employee discounts on various services

24/7 employee assistance programme

Pension Scheme up to 4% Company matched

Private Medical Insurance

Free on-site parking

Qualifications

• Experience in contact/control centre operations, especially in high-volume environments.
• Proven ability to lead, coach and develop teams in out-of-hours settings.
• Excellent data analysis skills to drive improvements.

Responsibilities

• Oversee operational success of the Control Centre team during out-of-hours.
• Manage staffing, shift patterns, and performance metrics.
• Conduct call audits and implement feedback for quality improvement.

Skills

Workforce planning

Data analysis

Team leadership

Communication skills

Interpersonal skills

Resource management

Attention to detail

Flexibility

Tools

Microsoft Office

Call centre systems

Job description

OUT OF HOURS COACH

Are you ready to lead, inspire, and shape a high‑performing Out of Hours service? This is an exciting opportunity to step into a pivotal leadership role at the heart of our Control Centre operations. As our Out of Hours Customer Services Coach, you’ll be the driving force behind exceptional customer service delivery, intelligent workforce planning, and the smooth running of a fast‑paced, people‑focused environment.

You’ll champion our brand, empower our teams, and build strong, influential relationships with partners across the UK. If you’re a natural problem‑solver with a passion for data, people, and operational excellence, this role offers the perfect platform to make a real impact — both for our customers and for the future of our service.

Hours

35 hours per week average

Shift pattern

Monday to Sunday, a shift between 10:00-22:00. However, your working hours may vary depending on business needs.

Salary

up to £30,000 dependant on experience

Location

Remote

Start Date

February/March 2026

Training Expectations

TBC

UK Based

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

Internet Speed

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

👇ABOUT APPELLO

Appello Perks

• 231 hours holiday

• 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

• Private Medical Insurance - Personal Cover

ABOUT YOU

You’re a people-focused and analytically minded individual with a passion for delivering excellent customer service in a fast-paced environment. You thrive on managing and developing teams, identifying operational improvements, and helping a growing business reach its full potential.

You’ll be experienced in workforce planning, contact centre operations, and coaching teams to exceed performance targets — especially during those critical out-of-hours periods when customer care is still paramount.

🧠 KEY ROLE REQUIREMENTS

To thrive in this role, you\'ll need:

• Experience in contact/control centre operations, especially within a high-volume environment

• Strong workforce planning and real-time resource management skills

• Proven ability to lead, coach and develop teams, particularly in an out-of-hours setting

• Excellent data analysis skills – you can spot trends, make sense of metrics, and drive improvements

• A confident and proactive approach to relationship management with internal and external stakeholders

• Outstanding communication and interpersonal skills, both written and verbal

• High attention to detail and a natural ability to stay calm under pressure

• A flexible and adaptable mindset – you’ll be working across shifts, sometimes independently and remotely

• Confidence in using call centre systems, reporting tools, and Microsoft Office applications

• A positive, can-do attitude and a genuine desire to help others

THE ROLE

As an Out of Hours Manager, you\'ll oversee the operational success of our Appello Control Centre team outside of traditional business hours. You’ll manage staffing, shift patterns, workforce planning, and performance metrics to ensure top-tier service delivery and SLA compliance.

You’ll also work closely with key stakeholders and external partners, supporting contract implementation, relationship management, and ongoing client satisfaction. You\'ll play a vital role in ensuring that our service is as effective at midnight as it is at midday.

✨Main Responsibilities and Activities

• Direct line management of out-of-hours operators and supervisors

• Resource planning aligned with real-time call traffic and demand

• Improve average handling time and reduce call demand through insight and action

• Conduct call audits and implement feedback to improve quality

• Attend client meetings and performance reviews

• Analyse trends, create reports, and support senior decision-making

• Support recruitment, training, and development efforts

• Represent Appello as a brand advocate and customer champion

READY TO APPLY

If you are interested in this role please upload your CV and tell us a bit about yourself!

If you have been successful in getting to the next stage will be in touch via email with details within a week of the closing date so keep an eye out 👀

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. You’ll 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.