Technical Escalation and Operations Coordinator

The Technical Escalation and Operations Coordinator role at Appello is a full-time position based in New Milton, offering a salary of up to £30,000 per annum. The role, which requires a hybrid working arrangement within the UK, involves managing the workload of the technical team, overseeing escalations, and ensuring adherence to service level agreements (SLAs). Candidates should possess 2-3 years of relevant experience, basic technical knowledge, and familiarity with project management and Excel reporting. Appello provides various employee perks, including holidays, discounts, and a pension scheme. The company promotes equal opportunities in its recruitment process.

Technical Escalation and Operations Coordinator – 3 months FTC
Hours: 35 hours per week
Shift pattern: Monday – Friday 09:00-17:00
Salary: up to £30,000 per annum Dependant on experience
Location: Hybrid – New Milton
This role is a UK based role and any hybrid/remote work must also be within the UK.
Start Date : ASAP
For this role, you need 5mpbs upload and 15mpbs download internet speed
Appello Perks
161 hours holiday per annum
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
ABOUT YOU
Experience: 2/3 years experience in a similar role involving project coordination, or operations management
Technical Knowledge: Basic technical understanding if preferred to ensure effective communication with the Technical Team.
Project Management: Experience in project management is an advantage but not essential.
Excel/Reporting: Experience and familiarity in using spreadsheets, and reporting would be advantageous.
THE ROLE
To maintain effective scheduling of technical team project time to meet business priorities. To provide regular performance reports and analysis to identify trends and support continuous improvement efforts.
Experience in a similar role involving project coordination, or operation coordination.
Technical Knowledge: Basic technical understanding is preferred to ensure effective communication with the Technical Team.
Project Management: Experience in project management is an advantage but not essential.
Excel/Reporting: Experience and familiarity in using spreadsheets, and reporting would be advantageous
Main Responsibilities and Activities
Manage Team Workload: Assign tasks and manage daily operations for the Technical Team, ensuring that team members are effectively allocated to meet workload demands.
Escalation Management: Oversee escalations, ensuring all issues are triaged, resolved promptly, and customer updates are regularly communicated.
SLA adherence: Ensure that SLAs are consistently met by tracking response times, monitoring progress, and coordinating with team members.
Project Coordination: Ensure that technical projects are on track by working with team members to plan and schedule project time in alignment with business priorities.
Reporting & Performance Analysis: Regularly report to the Technical Lead on team performance, highlighting trends, identifying areas for improvement, and assisting with strategic planning.
Process Improvement: Identify gaps or inefficiencies in current processes, working with the Technical Lead to implement necessary improvements.
Customer Communication: Ensure all escalations are communicated clearly and consistently to relevant stakeholders, providing updates and resolutions in a timely manner.
READY TO APPLY
If you are interested in this role please 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 now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing 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, for example due to disability, please contact the careers Team on