Appello UK

Sales

• 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

Manager

• 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

Telesales Advisor

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

Field Service Engineer – South England

• 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 and SmartBridge
• Maintain exceptional customer service
• Diagnose critical faults, perform root cause analysis, and implement long-term solutions
• Manage major incidents to minimize service disruption
• Develop and maintain clear technical documentation and troubleshooting guides

Field Service Engineer – Midlands

Administration

• Support customers, field teams, and partners while making sure every detail — big or small — is looked after with care.
• Input contract details into our MIS (Business Central).
• Support field-based Contracts Managers with customer liaison.
• Create, release, and send purchase orders.
• Maintain organised electronic filing systems.
• Progress outstanding orders and schedule deliveries.
• Manage subcontractor paperwork in line with ISO standards.
• Liaise with departments across the business to maintain strong information flow.
• Record returns, process warranty claims, and manage replacements.

SmartTEC Administrator

Learning and Development

• Deliver impactful technical training that supports system onboarding, strengthens digital confidence, and keeps learning fresh and effective
• Collaborate closely with the Technical L&D Partner and operational teams
• Identify skills gaps and turn them into clear, engaging development pathways
• Organize and manage training content to keep it current and accessible
• Collaborate cross‑functionally to support system rollouts and transformation initiatives through effective training

Learning & Development – Technical Trainer

• Working collaboratively with other Learning Coordinators to ensure consistency, best practice and shared capability across the Group.
• Supporting the delivery of a structured, engaging and effective onboarding journey for new starters.
• Observing live calls as part of agreed plans to identify training needs and support performance improvement.
• Mentoring new starters to support their transition, maintaining up-to-date knowledge of call handling procedures and periodically handling live calls where required.
• Supporting training identified through Training Needs Analysis (TNA), including leadership and externally delivered training.
• Contributing to the implementation, maintenance and continuous improvement of the Learning Management System (LMS).
• Ensuring learning content is current, relevant, embedded in the business and aligned to organisational needs.
• Working with L&D Leads and business leaders to prioritise learning activity and deliver against agreed plans.
• Supporting the design and delivery of development programmes, including leadership development initiatives.
• Using LMS data to provide insights, track engagement and support evidence-based learning decisions.
• Promoting a “One Team” approach by building knowledge across Group functions and sharing best practice.

L&D Trainer, Telecare Trained

Brand Manager

• As our Brand Manager at Careline365, you’ll play a key role in shaping how our customers see, feel and experience our brand.
• You’ll lead the delivery of our brand plan and growth priorities.
• Ensure every touchpoint—from campaigns to content—reflects a consistent, high‑quality brand experience.
• Collaborate with teams across the business to translate brand strategy into clear plans and priorities.
• Oversee content across all channels, maintain brand consistency, and influence the full customer journey.
• Use customer insight, performance data to optimise experiences and strengthen both brand perception and commercial performance.
• Line manage the Assistant Brand Manager and collaborate with key teams including eCRM, Customer Care, Sales, E-commerce, Development and Performance.

• Drive growth in the housing and social care sector by bringing Appello’s digital solutions to new customers — and expanding success with the ones we already serve
• Champion Appello’s digital solutions across the UK housing and social care sectors
• Build strong pipelines, manage key relationships, and ensure Appello continues to deliver industry-leading value
• Promote Appello Digital Solutions
• Understand the challenges faced across UK housing and social care
• Present tailored Appello digital solutions via meetings (F2F/Teams), calls, email, or social media
• Attend industry events and conferences to build insight and connections
• Log and manage all opportunities through the CRM system
• Build and maintain a strong sales pipeline to achieve department and role targets
• Hit financial and order-intake goals while protecting margin
• Keep CRM records accurate and up to date
• Create Account Development Plans for major prospects
• Engage stakeholders effectively across the sales cycle
• Promote suitable solutions using multiple communication channels
• Resolve client queries promptly and professionally
• Drive revenue and profit growth within existing accounts
• Maintain financial targets for retained business
• Keep CRM documentation current
• Develop Account Development Plans for key clients
• Manage stakeholders to ensure long-term relationship success

Sales Executive

• Keep customer‑facing services fast, resilient, and always observable.
• Define and embed best practice across performance, resilience, and observability.
• Ensure monitoring, alerting, and performance considerations are built into services from day one.
• Lead capacity and resilience management aligned to ITIL.
• Drive better reliability, faster issue detection, and improved customer experience.
• Oversee capacity and performance management across business‑critical services and platforms.
• Ensure resilience and availability are designed in—not bolted on.
• Support service continuity and recovery planning.