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For Companies At a Glance
- 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.
Overview
Join to apply for the Emergency Helpline Operator – Earlies role at Appello UK
Hours: 32 hours per week
Location: Remote. This role is a UK-based role, and any hybrid/remote work must also be within the UK.
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.
Requirements and Qualifications
- 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 & Knowledge
- Confident with Microsoft Office (Word, Excel, Outlook)
- Sharp eye for detail and accurate data entry
- Intermediate Excel & Outlook and CRM Systems (preferred)
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 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.
Salary & Start Details
- Salary: ÂŁ20,483.84 per annum (ÂŁ12.31ph)
- Start Date: 6th October 2025
- Training Schedule: 5 weeks (06/10/2025-07/11/2025)
- Shift pattern: 4 days a week, 9 hours a day, including a 1-hour unpaid break; rota provided 6 weeks in advance with every other weekend off.
- Shift times (example options): 06:00-15:00, 07:00-16:00, 08:00-17:00, 09:00-18:00, 10:00-19:00, 11:00-20:00
- Internet speed requirement: 5 Mbps upload and 15 Mbps download
Perks
- 198 hours holiday (includes bank holidays if rotaed)
- Discounts on groceries, shopping, holidays, insurance, days out, restaurants and more
- 24/7 employee assistance programme with an easily accessible app
- Family and friends’ discounts on services & products
- Pension Scheme, up to 4% Company matched
- Smartech
How 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.
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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.
