Emergency Helpline Operator

Appello UK; New Milton; Remote; GBP 21,000 - 26,000; Full time

Benefits offered by this job

217 hours holiday

Discounts on groceries and holidays

24/7 employee assistance programme

Family and friends’ discounts

Pension Scheme (4% matched)

Smartec Scheme

Job summary

Appello is seeking an Emergency Helpline Operator to answer calls for help from vulnerable service users, delivering calm, empathetic customer service 24/7. You’ll join a supportive team and handle urgent inquiries with professionalism.

The role is remote with occasional in‑office events across the UK; training is provided and DBS checks are required prior to start.

Qualifications

• A solid general education.
• NVQ Level 2/3 in Customer Service or Business Admin preferred.

Responsibilities

• Be the first point of contact for emergency alarm calls from elderly and vulnerable users.
• Support Sheltered Housing residents and those living independently.
• Deliver top‑tier customer service with empathy, professionalism and a smile.

Skills

Calm under pressure

Empathetic listener

Data entry accuracy

CRM systems

Education

NVQ Level 2/3 in Customer Service

Tools

Microsoft Office Suite

Job description

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?

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: 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

• 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
• 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

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.

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.