Appello UK
Emergency Helpline Operator
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Emergency Helpline Operator
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?
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.
Hours & Salary
- Hours: 35 hours per week
- Salary: £23,314.20 per annum (£12.81 per hour)
- Location: Remote (UK-based only)
Rota & Start Details
There are two shift patterns, both working 4 days per week at 9 hours 45 minutes per day, including a 1-hour unpaid break.
🕰️ Earliest shifts: Schedules between 06:00 and 20:00.
🌙 Latest shifts: Schedules between 10:00 and midnight.
- Rota notice: Issued 6 weeks in advance
- Workload: 2 weekends out of 3
- Start Date: Tuesday 1st September 2026
- Closing Date: Sunday 19th July 2026
Requirements Before Starting
⚠️ The role requires:
- DBS checks (basic)
- Two years of referencing Completion is mandatory before your start date and may delay it.
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💻 Internet speed:
- Minimum upload speed: 5mbps
- Download speed: 15mbps
Appello Perks
🌟 Holiday Entitlement:
- 217 hours (includes all bank holidays) (Even if your rota includes working bank holidays!)
💰 Discounts:
- Groceries, shopping, holidays, insurance, days out & restaurants
📞 Support & Wellbeing:
- 24/7 employee assistance programme (Accessible via a handy app!)
👩👩👧👦 Family & Friends:
- Discounts on Appello’s care services & products
💶 Pension Scheme:
- Up to 4% company match included in our Smartec Scheme
Training Schedule
🎓 6 weeks training from: Thursday 1st September 2026 – Friday 9th October 2026
What You Will Need to Shine
Experience
✔️ At least 1 year in a customer-facing role, such as:
- Call centres
- Customer service
- Care work
- Hospitality
🌟 Bonus points if your experience includes:
- Local Authorities
- Emergency Services (Police, Ambulance, Fire)
- British Telecom or similar control centres
Education & Training
✔️ Solid general education (no formal qualification is required, but an extra plus if you have): 🌟 NVQ Level 2/3 in Customer Service or Business Admin
Skills
✔️ Proficient in Microsoft Office:
- Word
- Excel
- Outlook
✔️ Detail-oriented for accurate data entry
🌟 Bonus: Experience with CRM Systems
Must-Have Personal Attributes
🦸 Superpowers required:
- Calm, patient & resilient under pressure
- Team player with a ‘can-do’ attitude
- Exceptional communicator (spoken and written)
- Organised, reliable & detail-focused
- Empathetic - capable of comforting distressed callers
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The Role
What You’ll Be Doing
💬 Be the first point of emergency contact for:
- Elderly and vulnerable service users (e.g., alarm calls).
- Sheltered Housing and independent community members.
👤 Deliver top-tier customer service – bringing empathy, professionalism and kindness (yes, even through a phone line!).
What You’ll Master
🧠 Handling and turning difficult calls into positive experiences. 🗣️ Managing difficult conversations with empathy and calmness. 🔒 Confidentiality & professionalism – the heart of every interaction. 💭 Closely working with a supportive team.
Ready to Apply?
🔥 If this role speaks to you, upload your CV and answer a few personal questions!
Additional Information
This is an exciting time at Appello – we’re growing and looking for dedicated, empathetic individuals to join us!
📌 Equal Opportunities: We value diversity and welcome all applicants, regardless of:
- Religion
- Political beliefs
- Race
- Sex
- Marital status
- Age
- Disability
👉 Need assistance? Contact the careers team at 01425 626337 to discuss your needs.
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