Ooh Coach

Looking for a role where every night is different and your leadership makes a real impact?
As our Out of Hours Manager, you'll be the driving force behind a high-performing, multi-site operation - leading teams, powering customer excellence, and delivering top-tier performance for our B2B partners. You'll blend people leadership, operational strategy, technology delivery, and customer relationship management into one exciting, fast-paced role.
From resource planning and KPIs to contract reviews, tech rollouts, and nationwide travel, you'll keep the whole Out of Hours service running smoothly, efficiently, and with brilliant customer experience at its heart. ️, Leadership & Performance
Lead and inspire Out of Hours teams across multiple sites
Drive accountability, consistent behaviours, and high-quality performance
Own all SLA/KPI delivery, operational outcomes, and service excellence
Coach, develop, and engage staff - building future leaders
Oversee performance management, recognition, and improvement actions
B2B Customer Relationships
Act as the senior point of contact for all Out of Hours customers
Attend client reviews nationwide, presenting insights and performance
Support retention and growth through outstanding service delivery
Manage escalations and service recovery with confidence and professionalism
Lead contract mobilisation, implementation, and ongoing enhancements
Technology & Innovation
Ensure teams are confident and trained - collaborating with L&D and tech teams
Identify opportunities for automation and smarter workflows ️
Sponsor operational change with minimal service disruption
Travel & On-Site Engagement
Travel across the UK to visit customers, manage relationships, and review service delivery
Carry out on-site assessments and support implementations
Represent the company with confidence and professionalism
Operational Management & Workforce Planning
Own forecasting, workforce planning, and resource allocation
Ensure the Out of Hours operation is fully resourced within budget
Analyse call trends and take action to reduce cost and improve efficiency
Manage multi-site control centre teams across wide geographical areas
Use WFM tools to optimise schedules and support service resilience
Customer Service Excellence
Champion the Appello brand and uphold best-in-class customer experience
Identify areas for continuous improvement and implement positive change
Support the wider leadership team and take on duties aligned to business needs
Build strong relationships with customers, attending review meetings as required
People, Training & HR Support
Support recruitment, onboarding, and resource planning
Work with HR and Training to identify and meet development needs
Maintain a motivated, engaged, well-informed workforce
Manage costs such as overtime and support disciplinary/grievance processes
Promote transparent resource planning and share data insights with the team
General Responsibilities
Work independently with minimal supervision
Continuously develop your skills and encourage the same in others
Reengineer processes to reduce cost and boost profitability
Support the Control Centre Manager and leadership team where required

We're searching for a dynamic, data-savvy leader who can bring energy, insight, and big-picture thinking to our Out of Hours operation. If you love solving problems, empowering people, and turning complex data into smart decisions - this role has your name all over it!
Here's what will help you shine:
Experience We'd Love You to Bring
Proven experience managing contact centres or control centres
Strong data analytics skills - able to interrogate data and turn it into actionable solutions
Workforce Planning expert with WFM tool mastery
Experience assessing operational needs, commercial opportunities, and cost viability
Confident relationship-builder with B2B clients
Background in housing, social care, property management, telecare, or Out of Hours services (bonus!)
Qualifications & Training
Degree-level qualification
Awareness of:
Data Protection ️
Safeguarding
Equality & Diversity
Leadership qualifications: CMI / ILM / NVQ
Six Sigma methodology (hello process excellence!)
Emotional intelligence training
Training in handling difficult customers
Skills & Knowledge
Deep understanding of contact-centre performance, motivation, retention, workforce planning & analytics
Strong service-management knowledge
Awareness of key HR processes (attendance, performance, grievances)
Broad leadership toolkit - adaptable, confident, and people-focused
Ability to communicate effectively with everyone from operators to directors
Personal Attributes That Make You a Perfect Fit
Engaging communicator who can inspire, influence, and hold attention
Challenges the status quo and creates smarter, more profitable ways of working
Able to flex your leadership style for different people and situations
Strong active listening skills
Calm under pressure and great at juggling priorities
Confident problem-solver who uses initiative
Self-motivated team player who leads by example
A natural "there's always a solution!" kind of person

Please note that this role is subject to pre-employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required.
This role is a UK based role and any hybrid/remote work must also be within the UK.
For this role, you need 5mpbs upload and 15mpbs download internet speed
Appello Perks
231 hours holiday This includes bank holidays that you may work.
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