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- Tasks: Be the first point of contact for emergency calls and support residents with empathy.
- Company: Join Appello UK, a dynamic company focused on community support.
- Benefits: Competitive salary, 198 hours holiday, discounts, and a supportive team environment.
- Why this job: Make a real difference in people's lives while developing your customer service skills.
- Qualifications: Empathy, attention to detail, and experience in public-facing roles are essential.
- Other info: Exciting career growth opportunities in a rapidly expanding company.
The predicted salary is between 20483 - 20483 ÂŁ per year.
Emergency Helpline Operator – Earlies
Become an Emergency Helpline Operator at Appello UK. 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.
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.
đź“… Start Date: 12th January 2026
⏰ Hours: 32 hours per week
🕰️ Shift pattern: 4 days a week, 9 hours a day, including a 1‑hour unpaid break. Rota is provided 6 weeks in advance. Guaranteed every other weekend off. Shifts rotate between 06:00‑20:00.
đź’¸ Salary: ÂŁ20,483.84 per annum (ÂŁ12.31ph)
📍 Location: Remote (UK‑based)
✅ Training Schedule: 6 weeks (12/01/2026‑20/02/2026)
⚡ Internet speed: 5Mbps upload and 15Mbps download required.
Benefits
- 198 hours holiday (includes bank holidays when worked).
- Discounts on groceries, shopping, holidays, insurance, restaurants, and more.
- 24/7 employee assistance programme with an app.
- Family and friends’ discounts on services & products.
- Pension scheme, up to 4% company matched.
- Smartech.
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
- Worked directly with the public in a professional setting, with at least 1 year of experience in a Contact/Call Centre environment.
- Bonus: experience in Local Authorities, Emergency Services (Police, Ambulance, Fire), or British Telecom / 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 & accurate data entry.
- Extra sparkle if you know intermediate Excel & Outlook, or CRM systems.
Your Superpowers (Personal Attributes)
- Calm, patient, and tactful under pressure.
- A true team player with a “can‑do” attitude.
- Excellent communicator – spoken & 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 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 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.
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.
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Emergency Helpline Operator - Earlies employer: Appello UK
Contact Detail:
Appello UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Emergency Helpline Operator - Earlies
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Appello UK. Understand their mission and values, especially how they support the community. This will help you connect with the interviewers and show that you're genuinely interested.
✨Tip Number 2
Practice your empathy skills! Since you'll be handling emergency calls, think about how you can convey calmness and support over the phone. Role-play with a friend or family member to get comfortable with managing tough conversations.
✨Tip Number 3
Show off your customer service experience! Be ready to share specific examples from your past roles where you’ve turned a difficult situation into a positive one. This will highlight your problem-solving skills and ability to stay composed under pressure.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re tech-savvy and familiar with online processes, which is a bonus for this role!
We think you need these skills to ace Emergency Helpline Operator - Earlies
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in customer service and any relevant roles you've had. We want to see how your skills align with the Emergency Helpline Operator position, so don’t be shy about showcasing your superpowers!
Craft a Personal Cover Letter: A cover letter is your chance to shine! Use it to express your genuine desire to help the community and how you can bring empathy and professionalism to the role. We love seeing your personality come through!
Be Clear and Concise: When answering application questions, keep your responses clear and to the point. We appreciate well-structured answers that demonstrate your understanding of the role and your ability to manage tough conversations.
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. Plus, it’s super easy!
How to prepare for a job interview at Appello UK
✨Know Your Role Inside Out
Before the interview, make sure you thoroughly understand the Emergency Helpline Operator role. Familiarise yourself with the responsibilities, especially around delivering top-tier customer service and managing difficult conversations. This will help you answer questions confidently and show your genuine interest in the position.
✨Showcase Your Empathy Skills
Since this role requires a lot of empathy, think of examples from your past experiences where you've had to support someone in distress. Be ready to discuss how you handled those situations and what you learned from them. This will demonstrate that you have the right mindset for the job.
✨Practice Active Listening
During the interview, practice active listening. This means really paying attention to the interviewer’s questions and responding thoughtfully. It’s a key skill for an Emergency Helpline Operator, so showing that you can listen well will set you apart from other candidates.
✨Prepare Questions to Ask
At the end of the interview, you’ll likely have the chance to ask questions. Prepare thoughtful questions about the team dynamics, training processes, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company is the right fit for you.
