Overview
EMERGENCY REPAIRS MANAGER — Safeguarding 🧩
Lead the heartbeat of our Out of Hours service — where performance, people, and customer excellence come together.
Hours and Location
Hours: 35 hours per week
Shift pattern: Core hours between 12:00 and 20:00 with occasional weekend work in line with business needs.
Location: Remote (travel in line with business needs).
Salary and Training
Salary: starting at ÂŁ33,000 per annum
Training: 1 week at our New Milton Head Office.
Start Date and Screening
Start Date: March 2026
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 be within the UK.
Internet speed requirement: 5 Mbps upload and 15 Mbps download.
Benefits
* 231 hours holiday include bank holidays that you may work
* Private Medical Insurance - Individual Cover
* Discounts on groceries, shopping, 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
About You
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!
Experience & Qualifications
* 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!)
* Degree‑level qualification
* Awareness of: Data Protection, Safeguarding, Equality & Diversity
* Leadership qualifications: CMI / ILM / NVQ
* Six Sigma methodology
* 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
* Effective communication with everyone from operators to directors
Personal Attributes
* Engaging communicator who can inspire and influence
* Challenges the status quo to improve profitability
* Leads with adaptable leadership style
* Strong active listening skills
* Calm under pressure and able to juggle priorities
* Problem‑solver with initiative
* Self‑motivated team player, leads by example
The Role
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.
Key Responsibilities
* 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
* 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
* 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
How to Apply
This role invites you to upload your CV and answer a few questions about yourself.
Other Information
This is an exciting time at the Appello group. We are a company on the move and offer exceptional career opportunities as we continue 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, please contact the careers Team on 01425 626337.
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