Overview
Join to apply for the Emergency Helpline Operator - Earlies role at Appello UK
Hours: 32 hours per week
Location: Remote. This role is a UK-based role, and any hybrid/remote work must also be within the UK.
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.
Requirements and Qualifications
* You must possess a genuine desire to help the community, be empathetic and attentive to our customers’ 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:
o Local Authorities
o Emergency Services (Police, Ambulance, Fire)
o 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 & Knowledge
* Confident with Microsoft Office (Word, Excel, Outlook)
* Sharp eye for detail and accurate data entry
* Intermediate Excel & Outlook and CRM Systems (preferred)
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 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.
Salary & Start Details
* Salary: £20,483.84 per annum (£12.31ph)
* Start Date: 6th October 2025
* Training Schedule: 5 weeks (06/10/2025-07/11/2025)
* Shift pattern: 4 days a week, 9 hours a day, including a 1-hour unpaid break; rota provided 6 weeks in advance with every other weekend off.
* Shift times (example options): 06:00-15:00, 07:00-16:00, 08:00-17:00, 09:00-18:00, 10:00-19:00, 11:00-20:00
* Internet speed requirement: 5 Mbps upload and 15 Mbps download
Perks
* 198 hours holiday (includes bank holidays if rotaed)
* Discounts on groceries, shopping, holidays, insurance, days out, restaurants and more
* 24/7 employee assistance programme with an easily accessible app
* Family and friends’ discounts on services & products
* Pension Scheme, up to 4% Company matched
* Smartech
How 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 01425 626337.
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