Emergency Helpline Operator - Lates Appello Careline - Alarm Receiving Centre (ARC) · New Milton ·

Overview

Join the Heroes Behind the Headsets! Become an Emergency Helpline Operator at Appello. Are you ready to make a real difference every single day? We’re the friendly, reassuring voice on the other end of the line, 24/7, supporting vulnerable people.

At Appello, we’re not just answering phones — we’re answering calls for help. This UK-based role involves assisting elderly and vulnerable individuals and urgent council services as part of a trusted careline service.

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 (even over the phone).

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.
• Bonus points if you’ve been in a Contact/Call Centre or worked with the following for more than a year:

• Local Authorities
• Emergency Services (Police, Ambulance, Fire)
• British Telecom or similar control centres

Education & Training

• A solid general education
• Even better if you have:
  • 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

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.