Emergency Helpline Operator

Appello Careline Limited; Remote; GBP 21,000; Full time

Job summary

A leading careline service provider in the UK is seeking an Emergency Helpline Operator for a late shift role. You will respond to emergency calls, support vulnerable individuals, and deliver exceptional customer service. The role requires empathetic communication skills, previous contact centre experience, and a genuine desire to help the community. The position offers a salary of £20,483.84 per annum, a 32-hour work week, and various employee perks, including generous holiday and discounts.

Benefits

198 hours holiday

Employee discounts on various services

24/7 employee assistance programme

Family and friends’ discounts

Pension Scheme, up to 4% Company matched

Smartech

Qualifications

• 1 year of experience in a Contact/Call Centre environment.
• Experience with Emergency Services or Local Authorities is a bonus.
• Must have a genuine desire to help and be attentive to customer needs.

Responsibilities

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

Skills

Empathy

Customer service

Problem-solving

Detail-oriented

Communication skills

Education

Solid general education

NVQ Level 2/3 in Customer Service or Business Admin

Tools

Microsoft Office (Word, Excel, Outlook)

CRM Systems

Job description

🎧EMERGENCY HELPLINE OPERATOR- LATE SHIFT

🌟 Join the Heroes Behind the Headsets! Become an Emergency Helpline Operator at Appello 🌟

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: 32hours per week

📅Shift pattern:4 days a week, 9 hours a day, including a 1-hour unpaid break.
Your rota will beprovided 6 weeks in advance.You will be guaranteed every other weekend off.The shift you could be assigned will be rotad between 10:00-00:00.

💸Salary: £20,483.84 per annum (£12.31ph)

📍Location:Remote.
This role is a UK-based role, and any hybrid/remote work must also be within the UK.

📆Start Date : 07th April 2026 or 27th April 2026 - 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.

🎓Training Schedule: 5 weeks (07/04/2026-08/05/2026)

🌟For this role, you need 5mpbs upload and 15mpbs download internet speed🌟

😎Appello Perks

• 198 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

• Smartech

🫵What You’ll Need to Shine in This Role

You must possess a genuine desire to help the community, be empathetic and attentive to our customers’ needs.

💼 Experience That Counts

✔️ You’ve worked directly with the public in a professional setting, and you must have at least 1 year of experience in a Contact/Call Centre environment.
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 aNVQ 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:

  • Intermediate Excel & Outlook

  • CRM Systems

🌟 Your Superpowers (Personal Attributes)

• Calm, patient, and tactful under pressure

• A true team player with a “can-do” attitude

• Excellent communicator — both spoken and written

• Organised, reliable, and detail-oriented

• Problem-solver who uses initiative

• Passionate about delivering top-tier customer service

• Able to comfort and support distressed callers with empathy

🎧THE ROLE

💬 What You’ll Be Doing:

• Be the first point of contact for emergency alarm calls from our amazing 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.

✅ 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 the Appello group - 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.