Emergency Helpline Operator

Appello UK; New Milton; Remote; GBP 21,000 - 22,000; Full time

Job summary

Join a leading company as an Emergency Helpline Operator, where your compassionate communication can save lives. In this remote role, you'll assist vulnerable clients, manage emergency calls, and provide essential support. With a structured training program and competitive salary, this is a fantastic opportunity to make a real difference in the community. Enjoy generous holiday entitlement and various perks while working in a supportive environment.

Benefits

Holiday entitlement of 211 hours

Discounts on groceries and shopping

24/7 employee assistance programme

Family and friends’ discounts

Pension scheme with up to 4% company match

Smart Tech Benefit Scheme

Qualifications

• Minimum of 1 year experience in a remote call centre environment.

Responsibilities

• Assist vulnerable clients by arranging help when needed.
• Handle calls providing reassurance and managing emergency situations.

Skills

Empathy

Communication

Resilience

Education

General Education

Job description

EMERGENCY HELPLINE OPERATOR

Hours and Shift Pattern

Hours: 34 hours on average per week

Shift pattern: A 4-week rota, between 06:00 and 00:00, with 2 weekends off per month. (See picture below for example; actual hours may vary.)

Salary and Location

Salary: £21,764.08 per annum (£12.31ph) starting, rising to £21,993.92 (£12.44ph) after successful probation.

Location: Remote

Start Date and Training

Start Date: 30th June 2025

Training commitments: 4-week training plan, 30 hours per week, Monday to Friday, 08:00 - 14:30 (includes a 30-minute unpaid break).

Technical Requirements

Must have internet speed of at least 5 Mbps upload and 15 Mbps download. All necessary IT equipment will be provided.

Appello Perks

• Holiday entitlement of 211 hours, increasing to 224 hours, including bank holidays (which may be worked if rota'd).
• Discounts on groceries, shopping, holidays, insurance, entertainment, and dining.
• 24/7 employee assistance programme accessible via app.
• Family and friends’ discounts on services and products.
• Pension scheme with up to 4% company match.
• Smart Tech Benefit Scheme.

The Role

The core of the Emergency Call Handler role is to assist vulnerable clients by arranging help when needed.

Your hello can save the day or save a life. At Appello, every call you answer makes a difference. You will handle calls ranging from providing reassurance, managing accidental or test calls, to contacting emergency services.

About You

You should have a genuine desire to help the community, empathy, and the ability to communicate compassionately with distressed callers.

Minimum of 1 year experience in a remote call centre environment dealing with customers.

A good general education is required; we believe the right core values and training can help you thrive.

This role requires resilience, trustworthiness, and the drive to meet targets while delivering excellent customer service.

Application Process

If interested, please upload your CV and tell us about yourself. Successful candidates will be contacted via email within a week of the closing date.

Additional Information

This is an exciting time at the Appello Group, offering exceptional career opportunities. We are committed to equal opportunities and welcome applicants regardless of background. For assistance during the recruitment process, contact the careers team at 01425 626337.