Appello UK

Systems Engineer

• Provide advanced technical support for complex IT, network and telecommunication issues
• Troubleshoot and resolve issues across TECS devices, telecare systems and SaaS platforms
• Diagnose connectivity issues involving SIMs, IP networks, VoIP, VoLTE and telecare communication protocols
• Perform root cause analysis on recurring or critical incidents and implement long-term solutions
• Manage high-impact incidents, ensuring minimal disruption to customers and services
• Work closely with third-party suppliers and vendors to resolve complex technical issues and maintain service excellence
• Create and maintain technical documentation, troubleshooting guides and knowledge-sharing resources
• Support the deployment of new technologies and contribute to continuous service improvement initiatives
• Apply firmware updates remotely and support application fault analysis and resolution
• Work within ITIL processes and participate in the out-of-hours support rota when required
• Travel to customer sites on occasion to provide hands-on support and technical assistance

Sales

• Handle inbound and outbound customer enquiries across phone, email, and digital channels
• Generate and convert sales leads through proactive outreach and effective engagement
• Provide accurate product information and tailored recommendations
• Build strong customer relationships to encourage repeat business and loyalty
• Identify and promote upgrade opportunities
• Achieve and exceed individual and team sales targets, KPIs, and revenue objectives
• Record all sales activity and customer interactions in our CRM
• Collaborate with colleagues across operations, marketing, and customer service

Telesales Advisor

Manager

• Lead the development and launch of new consumer products and services, ensuring they are fully prepared for post‑launch support.
• Own the end‑to‑end product lifecycle, from technical specifications and feasibility through to delivery, support, and continuous improvement.
• Define clear technical and UI/UX requirements, managing risk, quality, and readiness in collaboration with development, UAT, and operations teams.
• Work cross‑functionally with Supply Chain, Finance, Marketing, and Training to ensure smooth, scalable, and on‑time product delivery.
• Drive improvements to existing products and services, supporting maintenance, enhancements, scalability, and excellent customer experience.

Products and Services Manager

Financial Planning and Analysis

• Provide accurate, timely finance administration support, with a strong focus on sales ledger activities and credit control.
• Process incoming payments including cheques, card payments, and post efficiently and accurately
• Manage incoming and outgoing post distribution in a timely manner
• Accurately process credit notes, account closures, and customer refunds
• Proactively chase outstanding consumer debt via calls, statements, and written communication
• Handle inbound finance-related calls and respond to customer enquiries professionally
• Resolve queries via telephone and email, ensuring a high level of customer service

Finance Administrator – FTC 5 Months

People Operations

• Attracting top talent while supporting a dynamic, inclusive workplace
• Managing recruitment systems and keeping vital people data up to date
• Creating and posting engaging job adverts
• Reviewing applications and CVs against screening criteria
• Assessing candidate test results using tools like TestGorilla
• Keeping candidates informed and supported throughout the recruitment journey
• Supporting recruitment events in schools, colleges and the community
• Completing key pre-employment checks (right to work, references and DBS)
• Managing the careers inbox daily, providing timely and professional responses

Talent & People Apprentice

Accountant

• Deliver accurate, insightful reporting while supporting revenue and sales ledger processes
• Take ownership of B2B revenue reporting and invoicing processes
• Partner with B2B customer team to ensure accuracy of records
• Raise invoices and ensure correct revenue recognition
• Prepare aged debt reports to support Credit Control function
• Allocate and redistribute customer payments

Management Accountant

Communications

• Deliver practical, impactful technical training while feeding back insights to continuously improve learning across the organization
• Identify skills gaps and turn them into clear, engaging development pathways
• Bring energy and clarity to training sessions—whether in person, virtual, or digital
• Keep learning content current and accessible
• Explore innovative tools (including AI) to enhance the learning experience
• Share expertise with stakeholders, support digital adoption, and help shape training strategies that drive real behaviour change
• Support system rollouts and transformation initiatives through clear, engaging training

Technical Trainer – Telecommunications

• Drive performance, inspire your team and play a key role in delivering growth by leading a high‑performing sales function within Careline365
• Developing and implementing sales strategies to drive growth and meet or exceed targets
• Leading, coaching and motivating the sales team to maximise performance and engagement
• Setting clear objectives, conducting performance reviews and supporting ongoing development
• Designing and delivering training to improve product knowledge and sales capability
• Analysing market trends, customer needs and competitor activity to inform strategy and forecasting
• Producing and presenting regular performance reports to senior management
• Identifying and implementing process improvements to increase efficiency and effectiveness
• Working closely with marketing and other departments to align sales activity with wider business objectives
• Driving customer acquisition while maintaining and developing existing relationships
• Supporting recruitment and growth of a high‑performing sales team

Sales Manager

Business Analyst

• Work across all areas of the business to uncover processes, map data flows, and define reporting needs.
• Capture requirements for new data products, CMDB structures, KPIs, and reporting logic.
• Produce clear and structured documentation, user stories, acceptance criteria, process maps, and data definitions.
• Document data flows, source systems, and operational processes to support accurate modelling and reporting.
• Maintain organised documentation that is accessible and reusable for the wider Data & Analytics team.
• Collaborate with SMEs to define and validate KPIs, business terms, and calculation logic.
• Assist in maintaining a consistent business glossary and data dictionary.
• Support source-to-target mapping and identification of inconsistencies or data-quality issues.
• Investigate data anomalies with analysts/engineers to understand root causes.
• Contribute to process improvements that enhance accuracy and consistency.
• Analyse and document existing workflows to identify inefficiencies or gaps.
• Work with analysts and engineers to ensure requirements are understood and feasible.
• Assist stakeholders in understanding new reports, KPIs, and data structures.

Business Systems Analyst

Operations

• Take the lead on diagnosing and resolving complex hardware, software, and network issues escalated by Tier 1 and Tier 2 teams.
• Carry out deep root‑cause analysis to eliminate recurring problems and improve system reliability.
• Manage high‑impact incidents, ensuring swift resolution and minimal business disruption.
• Oversee server fault analysis across cloud and on‑prem environments, including Linux/Windows server management.
• Troubleshoot applications—including those written in Node.js—and manage over‑the‑air firmware updates.
• Monitor performance across AWS and Azure, taking proactive action to prevent downtime.
• Maintain and optimise SIP‑based platforms, including VoIP and VoLTE solutions.
• Configure and manage SIP trunks, ensuring seamless integration with PBX systems and providers.
• Investigate and resolve advanced SIP issues—from call routing failures to quality degradation.
• Act as a technical mentor to first- and second-line teams, helping grow their skills and confidence.

Service/Systems Operations Lead

Account Executive

• Handle inbound and outbound customer enquiries across phone, email, and digital channels with professionalism and care.
• Generate and convert sales leads through proactive outreach and effective engagement.
• Provide accurate product information and tailored recommendations.
• Build strong customer relationships to encourage repeat business and loyalty.
• Identify and promote upgrade opportunities that enhance safety, independence, and quality of life.
• Clearly explain the benefits of upgraded devices and services.
• Achieve and exceed individual and team sales targets, KPIs, and revenue objectives.
• Spot upselling and cross-selling opportunities in every interaction.
• Prepare accurate quotations, process orders, and ensure timely follow-up.
• Maintain up-to-date knowledge of products, services, and market trends.
• Record all sales activity and customer interactions in our CRM.
• Collaborate with colleagues across operations, marketing, and customer service for a seamless journey.
• Contribute to continuous improvement by sharing feedback on customer needs and market opportunities.

Customer Sales Representative

• Take ownership of high‑impact, customer‑facing IT services and ensure they’re delivered seamlessly and to the highest standards.
• Oversee service performance, lead regular service reviews, and foster relationships with customers and internal delivery teams.
• Manage service contracts and SLAs, maintain service documentation, and work closely with Service Assurance.
• Support major incidents with customer communication and expectation management.
• Identify service improvement opportunities using customer feedback and service data.

Service Delivery Manager

• Handle inbound and outbound customer enquiries across phone, email, and digital channels
• Generate and convert sales leads through proactive outreach and effective engagement
• Provide accurate product information and tailored recommendations
• Build strong customer relationships to encourage repeat business and loyalty
• Identify and promote upgrade opportunities that enhance safety, independence, and quality of life
• Achieve and exceed individual and team sales targets, KPIs, and revenue objectives
• Record all sales activity and customer interactions in our CRM
• Collaborate with colleagues across operations, marketing, and customer service

Field Engineer

• Resolve complex connectivity issues across SIMs, IP networks, and telecare communication protocols
• Diagnose critical faults, perform root cause analysis, and implement long-term solutions
• Escalate high-impact or intractable issues to senior engineers with clear insights
• Manage major incidents to minimise service disruption and restore operations quickly
• Apply OTA firmware updates and support API and application fault management
• Deliver expert support via phone, email, remote tools, and on-site visits
• Troubleshoot advanced hardware, software, and network issues
• Support TECS devices and platforms including SmartLife, SmartBridge, DMP, and XACS
• Develop and maintain clear technical documentation and troubleshooting guides

Field Service Engineer, North England

• Troubleshoot and resolve complex issues across Appello’s Technology Enabled Care Services (TECS)
• Diagnose critical faults, implement robust solutions, and contribute to continuous service improvement
• Build strong relationships, communicate clearly with both technical and non-technical stakeholders
• Deliver expert support via phone, email, remote tools, and on-site visits
• Maintain exceptional customer service, ensuring clear communication and timely resolution
• Collaborate with third-party vendors to resolve complex technical challenges
• Develop and maintain clear technical documentation and troubleshooting guides

Systems Engineer

Telesales Advisor

Products and Services Manager

Finance Administrator – FTC 5 Months

Talent & People Apprentice

Management Accountant

Technical Trainer – Telecommunications

Sales Manager

Business Systems Analyst

Service/Systems Operations Lead

Customer Sales Representative

Service Delivery Manager

Telesales Advisor

Field Service Engineer, North England

Field Service Engineer – South England