Emergency Helpline Operator

🤩EMERGENCY HELPLINE OPERATOR

🌟 Join the Heroes Behind the Headsets! Become an Emergency Helpline Operator at Appello 🌟

Are you ready to make a real difference every single day? Do you have a calm voice, a caring heart, and a knack for solving problems under pressure?

Here, one simple word can mean the world. Every 'hello' can save the day or even a life. Join the UK's most trusted and innovative careline service supporting vulnerable people.

At Appello, we’re not just answering phones — we’re answering calls for help. From elderly and vulnerable individuals to urgent council services, we’re the friendly, reassuring voice on the other end of the line, 24/7.

🔊Please take a moment to listen to the types of calls that you may be dealing with here!

🕰️Hours: 32 hours per week

📅Shift pattern: 4 days a week, 9 hours a day, including a 1-hour unpaid break.
Your rota will be provided 6 weeks in advance. You will be guaranteed every other weekend off. The shift you could be assigned will be:

• 12:00-21:00
• 13:00-22:00
• 14:00-23:00
• 15:00-00:00

💸Salary: £20,483.84 per annum (£12.31ph)

📍Location: Remote. 
This role is a UK-based role, and any hybrid/remote work must also be within the UK.

📆Start Date : 01st September 2025

🎓Training Schedule:  5 weeks (01/09/2025 - 03/10/2025 inclusive)  

🌟For this role, you need 5mpbs upload and 15mpbs download internet speed🌟

😎Appello Perks

• 198 hours holiday (This includes bank holidays that you will work if rota'd.)
• 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
• Smartech

🫵What You’ll Need to Shine in This Role

You must possess a genuine desire to help the community, be empathetic and attentive to our customer’s needs.

💼 Experience That Counts

• ✔️ You've worked directly with the public in a professional setting.
• 🌟 Bonus points if you’ve been in a Contact/Call Centre or worked with the following for more than a year:
  • Local Authorities
  • Emergency Services (Police, Ambulance, Fire)
  • British Telecom or similar control centres

🎓 Education & Training

• ✔️ A solid general education
• 🌟 Even better if you have:
  • NVQ Level 2/3 in Customer Service or Business Admin

🧠 Skills & Know-How

• Confident with Microsoft Office (Word, Excel, Outlook) 
• Sharp eye for detail and accurate data entry
• Extra sparkle if you know:
  • Intermediate Excel & Outlook
  • CRM Systems

🌟 Your Superpowers (Personal Attributes)

•  Calm, patient, and tactful under pressure
•  A true team player with a “can-do” attitude
•  Excellent communicator — both spoken and written
•  Organised, reliable, and detail-oriented
•  Problem-solver who uses initiative
•  Passionate about delivering top-tier customer service
•  Able to comfort and support distressed callers with empathy

🎧THE ROLE

💬 What You’ll Be Doing:

• Be the first point of contact for emergency alarm calls from our amazing Service Users.
• Support Sheltered Housing residents and those living independently.
• Deliver top-tier customer service with empathy, professionalism, and a smile (yes, even over the phone!).

🧠 What You’ll Master:

• Turning tough calls into positive experiences.
• Managing difficult conversations with empathy and control.
• Keeping confidentiality and professionalism at the heart of every interaction.
• Working closely with a supportive team that’s got your back.

READY TO APPLY ✅

If you are interested in this role please upload your CV and answer a few questions about yourself

OTHER INFORMATION

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