Emergency Helpline Operator
Employer: Appello
Location: The role is remote, but with the expectation of attending occasional in-office events in Birmingham, Preston, New Milton, Chippenham, Bradford, Sheffield, Chatham, Durham, Caerphilly, Dundee, or Falkirk - so you need to be based at a reasonable distance from one of these locations.
Working hours: 35 hours per week
Salary: £23,314.20
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🎧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: The role is remote, but with the expectation of attending occasional in-office events in Birmingham, Preston, New Milton, Chippenham, Bradford, Sheffield, Chatham, Durham, Caerphilly, Dundee, or Falkirk - so you need to be based at a reasonable distance from one of these locations.
🗺️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 : Monday 2nd November 2026
🎓Training Schedule: 6 weeks 35 Hours a week Monday - Friday 08:30-16:30.
⚠️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
🫵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.
🎉 OUR RECRUITMENT PROCESS
We're excited you're interested in joining us! To help us find the best fit for both the role and our team, we've designed a recruitment process that's engaging, fair, and gives you plenty of opportunities to showcase your skills, experience, and personality along the way.
Here's what you can expect:
📄 CV Screening We'll start by reviewing your experience, skills, and qualifications to see how they align with the role requirements.
🧠 TestGorilla Assessment (Approx. 20 minutes) Complete a short online assessment designed to evaluate the key skills and capabilities needed for the role. It's a great opportunity to show us what you can do!
☕ Informal Chat A relaxed conversation where we can get to know each other better. We'll discuss your background, career aspirations, and answer any questions you have about the role and life at our company.
📊 Thomas Assessment (Approx. 1 hour) This behavioural assessment helps us understand your natural working style, communication preferences, and strengths. There are no right or wrong answers—we simply want to learn more about what makes you, you! 😊
🎭 Role Play Interview (Approx. 30 minutes) Our final stage is an interactive role-play and interview session. This gives you the chance to demonstrate how you'd approach real-life scenarios relevant to the role, while also meeting more of the team.
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.
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