Overview
EMERGENCY HELPLINE OPERATOR - Earlies
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.
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.
Location: Remote. This role is a UK-based role, and any hybrid/remote work must also be within the UK. Start Date: 13th October 2025 / 24th November 2025. Training Schedule: 5 weeks (13/10/2025-14/11/2025) - (24/11/2025-26/12/2025). Internet speed requirement: 5 Mbps upload and 15 Mbps download.
Responsibilities
* Be the first point of contact for emergency alarm calls from our Service Users.
* Support Sheltered Housing residents and those living independently.
* Deliver top-tier customer service with empathy, professionalism, and a smile, even over the phone.
Salary & Location
Salary: £20,483.84 per annum (£12.31 ph). Location: Remote within the UK. This role is UK-based, and any hybrid/remote work must be within the UK.
Requirements & Training
* 5 Mbps upload and 15 Mbps download internet speed.
* Training: 5 weeks (13/10/2025-14/11/2025) and (24/11/2025-26/12/2025).
* You must possess a genuine desire to help the community, be empathetic and attentive to customers’ needs.
What You’ll Need to Shine
* Experience: You’ve worked directly with the public in a professional setting.
* Bonus if you’ve been in a Contact/Call Centre or worked with Local Authorities, Emergency Services, or British Telecom or similar control centres for more than a year.
Education & Training
* A solid general education.
* NVQ Level 2/3 in Customer Service or Business Admin is a bonus.
Skills & Know-How
* Confident with Microsoft Office (Word, Excel, Outlook).
* Attention to detail and accurate data entry.
* Experience with intermediate Excel & Outlook and CRM Systems is a plus.
Personal Attributes
* Calm, patient, and tactful under pressure.
* 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 Service Users.
* Support Sheltered Housing residents and those living independently.
* Deliver top-tier customer service with empathy, professionalism, and a smile (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.
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 01425 626337.
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