Appello & Careline365
Emergency Helpline Operator
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Emergency Helpline Operator
ā ļø Emergency Helpline Operator ā UK Remote Role (Starts 1st Sept 2026)
š Join the Heroes Behind the Headsets! š 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?
Every 'hello' can save the dayāor even a life.
At Appello, weāre not just answering phonesāweāre answering calls for help. As a Emergency Helpline Operator, youāll support vulnerable individuals through the following:
- Elderly and vulnerable people in distress
- Sheltered Housing residents
- Urgent council services requiring vital assistance
Our remote helpline is the reassuring voice people rely on 24/7.
š Job Details
- Hours: 35 hours per week
- Salary: Ā£23,314.20 per annum (Ā£12.81 per hour)
- Location: UK-based remote work only
- Training: 6 weeks of mandatory training (1st Sept ā 9th Oct 2026)
- Start Date: 1st September 2026 (Screening & referencing may delay this)
- Closing Date: Sunday 19th July 2026
ā Work Schedule: Two Mandatory Rota Patterns
(Please select carefully. These are non-negotiable.)
Option 1: EARLIES
- Shifts between 06:00ā20:00 (UK time)
- Morning and early-afternoon shifts
Option 2: LATES
- Shifts between 10:00ā00:00 (UK time)
- Afternoon and late-night shifts
Both rotas require 4 days per week, including 2 weekends out of 3. Your rota will be shared 6 weeks in advance.
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š§ Pre-employment Screening
This role requires:* **Basic DBS check * Two years of referencing * All checks must clear before your start date
š Internet Speed Requirement
Applicants must have a UK internet connection with: ā 5Mbps upload ā 15Mbps download
š¼ Core Responsibilities
You will be the first point of contact for emergency alarm callers, delivering empathic, supportive customer service with the highest professionalism.
- Provide compassionate assurance to distressed, elderly, or vulnerable customers
- Assess urgent needs and rapidly coordinate safe, appropriate responses
- Maintain confidentiality and strict adherence to protocols
- Escalate escalations professionally when required
- Work collaboratively within a 24/7 support team
š Appello Perks
Support your well-being, work, and life with our generous benefits:
š¹ 217 hours of holiday per year (inclusive of bank holidays) š¹ Discount schemes ā Groceries, travel, holidays, restaurants, insurance, days out š¹ 24/7 Employee Assistance Programme with an accessible app š¹ Family & friendsā discounts across our service & products š¹ Appello Pension Scheme: 4% employer contribution š¹ Smartec Self-Help Scheme (mental health & well-being support)
š” What Youāll Need to Shine in This Role
Experience
ā At least 1 year in a customer-facing environment (Call Centre, Customer Services, Care, Hospitality) ā Bonus points if your background is in:
- Local Authorities
- Emergency Services (Police, Ambulance, Fire)
- Complex support roles (COPIC, RSD)
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Education & Qualifications
ā Robust general education ā Preferred: NVQ Level 2/3 in Customer Service or Business Administration
Key Skills
ā Confident use of Microsoft Office (Word, Excel, Outlook) ā Sharp attention to detail for accurate data entry ā Bonus: Knowledge or experience with CRM systems
Essential Personal Attributes
- Calm under pressure in high-stress situations
- Exceptionally empathetic and empathetic
- Team player with a can-do attitude
- Excels at communication both spoken and written
- Discrete and trustworthyāhonesty is critical
- Passionate about top-tier customer service
š How to Apply
If ready to make a real impact, apply today: ā Upload your CV ā Answer a few questions about yourself!
š± Equality & Inclusivity
We are committed to equal opportunitiesāyou are welcome to apply irrespective of:
- Religious beliefs
- Political opinion
- Race, sex, marital status
- Age or disability
For accessibility support during the application/recruitment process, please contact our careers team on 01425 626337.
š„ Ready To Be Part Of The Team?
Join us today and gain exceptional growth potential while helping some of the UKās most vulnerable people. Donāt waitāapply now!
āIt took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what Iāve been looking for.ā
Jessica, London
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