Emergency Helpline Operator - #193689

EMERGENCY HELPLINE OPERATOR

JOIN THE HEROES BEHIND THE HEADSETS!

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 click on the icon to listen to the types of calls that you may be dealing with here!

HOURS: 35 hours per week

SALARY: £23,314.20 per annum (£12.81ph)

LOCATION: Remote. This is a UK‑based role, and any remote working must also be carried out from within the UK.

ROTA:

There are two shift patterns, please read below carefully to check which one(s)are suitable. Please note these are non negotiable.

• You will work 4 days per week, 9 hours 45 minutes per day, which includes a 1‑hour unpaid break.
• Your rota will be issued 6 weeks in advance.
• You will be working 2 weekends out of 3.
  
  

EARLIES

• Shifts will be scheduled between 06:00 and 20:00.
  
  

LATES

• Shifts will be scheduled between 10:00 and 00:00.
  
  

START DATE : Tuesday 1st September 2026

CLOSING DATE : Sunday 19th July 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.

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

Appello Perks

• 217 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
• Smartec Scheme
  
  

Training Schedule: 6 weeks (01/09/2026 - 09/10/2026)

WHAT YOU WILL NEED TO SHINE IN THIS ROLE

You must possess a genuine desire to help the community, be empathetic and attentive to our customers’ needs and have exceptional resilience.

Experience

You must have worked in a customer facing environment, whether that's in a call centre, customer services, care work or hospitality for at least a year.

It’s a bonus if your experience includes one of the following areas: Local Authorities, Emergency Services (Police, Ambulance, Fire), British Telecom or similar control centres

Education & Training

A solid general education

Even better if you have a 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: CRM Systems

Your Superpowers (Personal Attributes)

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

THE ROLE

What You’ll Be Doing:

• Be the first point of contact for emergency alarm calls from our elderly and vulnerable 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

This is an exciting time at Appello- 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 01425 626337.