Out Of Coach

🤩OUT OF HOURS COACH - 6 Month Fixed Term Contract

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.

• 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

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.

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

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…