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Location: New Milton

Contract Type: Permanent

Closing Date: 03 November 2019

Overview:

21 hours per week (Internal applicants only)

  • Under the management of the Training and Development Lead, the Call Quality Coach is required to evaluate a high volume of Telecare calls.
  • The candidate will have to ensure discretion and confidentially at all times.
  • All resident details including calls history, resident key words & information to be consider when assessment is being made.

Location: New Milton

Contract Type: Permanent

Closing Date: 31 October 2019

Overview:

35 hours per week: Monday - Friday 9am - 5pm

To ensure all Appello customers have contracts set up for legal and billing purposes.

Reconcile data and liaise with Accounts to ensure billing data is correct for all Appello Monitoring customers.

Ensure that there is no missed billing by setting up and maintaining robust processes.

Providing regular analysis and reporting based on business & customer requirements across a wide range of data sets.

Location: Lymington

Contract Type: Permanent

Closing Date: 27 October 2019

Overview:

To provide effective and efficient administration of installations contracts and digital service support and provide general support to the in-field contracts team and National Contracts Manager

Location: New Milton

Contract Type: Permanent

Closing Date: 27 October 2019

Overview:

To provide line management for the Customer Services Team, which consists of Support Services, Customer Relations & Consumer Sales.  Maintain an efficient and effective customer services department. 

The Customer Services team is the key contact point for customers interacting with Appello, including complaint management. The team members will be expected to deliver excellent customer service and maintain knowledge of the business. The Customer Service Team Leader will ensure that the customer journey is at the forefront of all interactions with an outcomes based approach, being a point of escalation and ensuring first stage resolution wherever possible. Engaging with key stakeholders business wide.

The Customer Services team are pivotel in the delivery of the monitoring business and provide a core administrative support function. The jobholder will be expected to assess, manage and deploy resource as business needs dictate and in line with growth expectations. There will be interaction with employees within Appello including Management, Telecare, Out of Hours, SLS installations & supply only as well as the contract management and financial functions. 

The Customer Services Team Leader will ensure delivery of first class customer service by enabling the team to answer calls promptly and effectively, managing KPIs and targets.

There will be a requirement to provide key statistical information showing trends and strategic data to shape a positive customer journey, ensure efficiency within the operational teams and to mitigate risk.  This role is self-starting and will require minimum supervision.  

Location: New Milton

Contract Type: Permanent

Closing Date: 27 October 2019

Overview:

To provide a direct line of communication for Appello’s customers, liaising at all levels and proactively arranging regular operational reviews. Being accessible & responsive to customers, the Appello management team and colleagues to resolve any issues that may arise.

Reporting to the Customer Success & Business Support Manager, ensuring that, where a customer issue needs an operational business change, this is effectively communicated, actioned and monitored within the business, taking ownership and accountability for seeing this through to completion and keeping the customer & the Appello management team updated.

There will be considerable interaction with employees within Appello including Management, Telecare, Out of Hours, SLS installations & supply only as well as the contract management and financial functions. 

The job holder must be able to produce key information, work at a strategic level where required and be able to identify risk and mitigate this by working collaboratively with the Appello operational and management teams.


As a source of knowledge within the business and the voice of the customer, the job holder will be expected to support with processes to assist the customer journey for both existing and new relationships, including quality management, product development, bid & tenders support.

This role is self-starting and will require minimum supervision.  

Location: Chippenham/New Milton

Contract Type: Permanent

Closing Date: 29 November 2019

Overview:

29.75 hours per week: 4 shifts on / 4 shifts off,  midnight - 9am

We are looking for reliable, dynamic and quick-thinking individuals who are able to remain calm under pressure whilst processing information from callers in what can often be a very distressing and highly emotional situations.

If you have experience of dealing with customers, are great at multi-tasking and can demonstrate excellent communication skills, then working for Appello as part of our Control Centre team is an experience like no other.

Location: New Milton

Contract Type: Permanent

Closing Date: 31 October 2019

Overview:

30.289 hours per week, consisting of 15 shifts per month including occasional nights

We are looking for reliable, dynamic and quick-thinking individuals who are able to remain calm under pressure whilst processing information from callers in what can often be a very distressing and highly emotional situations.

If you have experience of dealing with customers, are great at multi-tasking and can demonstrate excellent communication skills, then working for Appello as part of our Control Centre team is an experience like no other.

 

Location: Chippenham/New Milton

Contract Type: Permanent

Closing Date: 04 November 2019

Overview:

30.625 hours per week, 4 shifts on/4 shifts off, 6.45am to 4pm & 2.45pm to midnight

We are looking for reliable, dynamic and quick-thinking individuals who are able to remain calm under pressure whilst processing information from callers in what can often be a very distressing and highly emotional situations.

If you have experience of dealing with customers, are great at multi-tasking and can demonstrate excellent communication skills, then working for Appello as part of our Control Centre team is an experience like no other.

 

Location: New Milton

Contract Type: Permanent

Closing Date: 27 October 2019

Overview:

Resource & Capacity Planning Assistant / £21,500 per annum pre-probation / £23,000 post probation / 35 hours per week

Under the management of the Resource and Capacity Planner the Resource and Capacity Planning Assistant is responsible for achieving service levels in Telecare and OOH on a daily, weekly and monthly basis using the Injixo WFM tool alongside short and medium term planning capability.

To achieve service level with budgeted for overtime and salary spend and where possible reengineer shifts to allow salary and budget savings to hit the EBITHA. 

Dynamically resourcing ensuring where possible cost savings are realised on a monthly basis through salary and overtime spend.

Utilise previous employment and personal experiences to deliver excellent operational delivery and leadership. 

Location: New Milton

Contract Type: Permanent

Closing Date: 31 October 2019

Overview:

35 hours per week between 8am - 6pm, Monday to Friday including some weekend work on a rota 

To be the key focal point for all customer interactions into the monitoring service, including staff, managers, residents and next of kin contacts. To deliver first class customer service by answering calls promptly, listening to the enquiry and responding efficiently in a courteous manner. Ensure that precise information is taken and accurately input within the Telecare platform in line with the company's quality procedures. To provide a high quality administration function for the Monitoring business.