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- Tasks: Be the first point of contact for emergency calls and provide empathetic support.
- Company: Join Appello, the UK's trusted careline service making a real difference.
- Benefits: Enjoy 198 hours holiday, discounts, and a pension scheme.
- Why this job: Make a positive impact every day while supporting vulnerable individuals.
- Qualifications: Experience in customer service and a genuine desire to help others.
- Other info: Exciting career growth opportunities in a supportive team environment.
The predicted salary is between 20483 - 20483 ÂŁ per year.
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.
Hours: 32 hours per week
Shift pattern: 4 days a week, 9 hours a day, including a 1-hour unpaid break. Your rota will be provided 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: ÂŁ20,483.84 per annum (ÂŁ12.31ph)
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: 5mbps upload and 15mbps download internet speed
Appello Perks:
- 198 hours holiday (This includes bank holidays that you will work if rota'd.)
- 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
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 an NVQ 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
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.
Emergency Helpline Operator - Lates employer: Appello Careline Limited.
Contact Detail:
Appello Careline Limited. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Emergency Helpline Operator - Lates
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Appello. Understand their mission and values, especially how they support vulnerable people. This will help you connect with the interviewers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! As an Emergency Helpline Operator, you'll need to be calm and clear under pressure. Try role-playing with a friend or family member to simulate tough calls. This will help you feel more confident when it’s your turn to shine.
✨Tip Number 3
Show off your empathy! During the interview, share examples of how you've helped others in stressful situations. Highlight your ability to listen and provide support, as this is key for the role. Remember, it’s all about making those tough calls into positive experiences!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, you’ll find all the details you need about the role and the perks of working with us at Appello. Let’s get you on board!
We think you need these skills to ace Emergency Helpline Operator - Lates
Some tips for your application 🫡
Show Your Caring Side: When writing your application, let your empathy shine through! Share experiences where you've helped others, especially in high-pressure situations. We want to see that you genuinely care about making a difference.
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon. We appreciate a well-structured CV and answers that get straight to the heart of what makes you a great fit for the role.
Highlight Relevant Experience: Make sure to emphasise any previous experience in call centres or emergency services. We’re looking for those who have dealt with the public and can handle tough conversations with grace. Don’t forget to mention any specific skills that relate to the job!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, it shows you’re keen on joining our team at Appello!
How to prepare for a job interview at Appello Careline Limited.
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the responsibilities of an Emergency Helpline Operator. Familiarise yourself with the types of calls you might receive and think about how you would handle them. This will show your genuine interest in the role and help you answer questions more confidently.
✨Showcase Your Empathy
Since this role requires a caring heart and a calm voice, be prepared to share examples from your past experiences where you've demonstrated empathy and problem-solving skills. Think of specific situations where you’ve helped someone in distress, as this will resonate well with the interviewers.
✨Practice Active Listening
During the interview, practice active listening. This means not just hearing the questions but also understanding them fully before responding. It’s crucial for an Emergency Helpline Operator to listen carefully, so demonstrating this skill in your interview will set you apart.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess how you would handle difficult calls. Prepare by thinking through various emergency situations and how you would respond. This will help you articulate your thought process and show that you can remain calm under pressure.
