Remote Emergency Helpline Advisor

Appello Careline Limited.; New Milton; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Discounts

Employee assistance

Family and friends’ discounts

Pension scheme

Smartec Scheme

Job summary

Appello is seeking an Emergency Helpline Operator to join our UK-based team. The role is remote with occasional in-office events across several UK locations, serving elderly and vulnerable Service Users 24/7 with empathetic, professional support.

The ideal candidate has 1+ year in customer-facing roles, strong communication skills, and proficiency in Microsoft Office. Training includes DBS checks and references before start date.

Qualifications

• Genuine desire to help the community, be empathetic and attentive to customers’ needs, and have resilience.
• Worked in a customer facing environment for at least a year (call centre, customer services, care work or hospitality).
• Bonus if experience includes Local Authorities, Emergency Services, British Telecom or similar control centres.
• Solid general education.
• NVQ Level 2/3 in Customer Service or Business Admin is a plus.
• Confident with Microsoft Office (Word, Excel, Outlook).
• Sharp eye for detail and accurate data entry.

Responsibilities

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

Skills

Calm under pressure

Excellent communicator

Team player

Organised and reliable

Empathy for distressed callers

Microsoft Office

Education

Solid general education

NVQ Level 2/3 in Customer Service or Business Admin

Tools

CRM Systems

Job description

Appello is seeking an Emergency Helpline Operator to join our UK-based team. The role is remote with occasional in-office events across several UK locations, serving elderly and vulnerable Service Users 24/7 with empathetic, professional support.

The ideal candidate has 1+ year in customer-facing roles, strong communication skills, and proficiency in Microsoft Office. Training includes DBS checks and references before start date.