Emergency Helpline Operator

Appello Group; New Milton; Remote; GBP 21,000 - 25,000; Full time

Benefits offered by this job

217 hours holiday

Pension Scheme, up to 4% Company match

Discounts on groceries, holidays, and 

Job summary

Appello is seeking an Emergency Helpline Operator to join a trusted careline service supporting vulnerable people. You will handle calls with a calm, empathetic approach, delivering high-quality service while navigating complex situations remotely from the UK.

The role requires 35 hours per week over 4 days, including weekend work, with 6 weeks of training. Salary is £23,314.20 per annum, plus benefits such as generous holiday allowance and pension contributions, with remote work within the UK.

Qualifications

• Experience in a customer-facing environment for at least a year.
• Calm, empathetic, and able to stay resilient under pressure.
• Proficient with Microsoft Office applications and accurate data entry.

Responsibilities

• Be the first point of contact for emergency helpline calls from service users.
• Support Sheltered Housing residents and those living independently.
• Deliver top-tier customer service with empathy and professionalism.

Skills

MS Office

Customer service

Data entry

Tools

CRM systems

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?

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: 35 hours per week across 4 days including weekend working

TRAINING: 6 weeks Monday - Friday 08:30-16:30

Click here for further details on the role, training programme, shift patterns, and the types of calls you may deal with.

SALARY: £23,314.20 per annum (£12.81ph)

LOCATION: Remote | Occasional office events required. Applicants should be based within reasonable travelling distance of Birmingham, New Milton, or Chippenham.

This is a UK-based remote role; all work must be undertaken within the UK.

PRE-EMPLOYMENT SCREENING: Right to Work, Basic DBS Check and two years' referencing, must be completed before your start date.

START DATE: Monday 4th January 2027

Some of our Appello Perks:

• 217 hours holiday (This includes bank holidays that you will work if rota'd.)

• Pension Scheme, up to 4% Company matched

• We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more!

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

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.

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.