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- Tasks: Be the voice of support for those in need, handling emergency calls with empathy.
- Company: Join Appello, the UK's trusted careline service making a real difference.
- Benefits: Enjoy competitive salary, 198 hours holiday, and discounts on various services.
- Why this job: Make a meaningful impact while developing your skills in a supportive environment.
- Qualifications: Customer service experience and a genuine desire to help others are essential.
- Other info: Remote work available with excellent career growth opportunities.
The predicted salary is between 21315 - 21315 ÂŁ per year.
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
SALARY: ÂŁ21,315.84 per annum (ÂŁ12.81ph)
LOCATION: Remote. This is a UK-based role, and any remote working must also be carried out from within the UK.
ROTA: There are two shift patterns, please read below carefully to check which one(s) are suitable. Please note these are non-negotiable. You will work 4 days per week, 9 hours per day, which includes a 1-hour unpaid break. Your rota will be issued 6 weeks in advance. You will be guaranteed every other weekend off.
- EARLIES: Shifts will be scheduled between 06:00 and 20:00.
- LATES: Shifts will be scheduled between 10:00 and 00:00.
START DATE: 05th May 2026
CLOSING DATE: 30th April 2026
INTERVIEW DATES: 7th/8th/9th/10th 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.
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
- Smartec Scheme
Training Schedule: 5 weeks (05/05/2026 - 05/06/2026)
WHAT YOU WILL NEED TO SHINE IN THIS ROLE:
- You must possess a genuine desire to help the community, be empathetic and attentive to our customers’ needs and have exceptional resilience.
Experience:
- You must have worked in a customer facing environment, whether that’s in a call centre, customer services, care work or hospitality for at least a year.
- 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 a 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: CRM Systems
Your Superpowers (Personal Attributes):
- Calm and patient under pressure
- A true team player with a “can-do” attitude
- Excellent communicator — both spoken and written
- Organised, reliable, and detail-oriented
- Able to comfort and support distressed callers with empathy
- Passionate about delivering top-tier customer service
THE ROLE:
What You’ll Be Doing: Be the first point of contact for emergency alarm calls from our elderly and vulnerable 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 in New Milton 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 in New Milton
✨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 calm voice! As an Emergency Helpline Operator, you'll need to be the reassuring voice on the other end of the line. Try role-playing tough scenarios with friends or family to get comfortable handling pressure while maintaining empathy.
✨Tip Number 3
Show off your customer service skills! Think of examples from your past experiences where you’ve turned a difficult situation into a positive one. Be ready to share these stories during your interview to demonstrate your ability to handle challenging calls with grace.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re tech-savvy and ready to embrace the digital side of the role. Don’t forget to highlight your relevant experience and skills in your application!
We think you need these skills to ace Emergency Helpline Operator in New Milton
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experience that match the Emergency Helpline Operator role. Highlight any customer service experience, especially in high-pressure situations, to show us you’re the right fit!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for helping others and how your background makes you a great candidate. We want to see your personality come through, so don’t hold back!
Be Clear and Concise: When filling out your application, keep your answers clear and to the point. We appreciate straightforward communication, just like you’ll be using on the job. Make it easy for us to see why you’d be a great addition to our team!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
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, be prepared to share examples from your past experiences where you've demonstrated empathy and support. Think of specific situations where you helped someone in distress or resolved a challenging customer service issue. This will highlight your suitability for the position.
✨Practice Calm Communication
As an Emergency Helpline Operator, staying calm under pressure is crucial. During the interview, practice speaking in a calm and reassuring tone. You might even want to role-play potential scenarios with a friend beforehand to get comfortable with handling tough conversations.
✨Prepare Questions to Ask
Interviews are a two-way street! Prepare thoughtful questions about the company culture, training processes, and what success looks like in this role. This not only shows your enthusiasm but also helps you determine if Appello is the right fit for you.