Emergency Helpline Operator - Lates

EMERGENCY HELPLINE OPERATOR - Lates

Join the Heroes Behind the Headsets! Become an Emergency Helpline Operator at Appello.

Are you ready to make a real difference every single day?

Every “hello” can save the day or even a life. Join the UK’s most trusted and innovative careline service supporting vulnerable people.

Types of Calls

Please take a moment to listen to the types of calls that you may be dealing with here.

Hours & Shift Pattern

32 hours per week, 4 days a week, 9 hours a day including a 1‑hour unpaid break.

You will be guaranteed every other weekend off. Your shift will be roatad between 10:00‑00:00.

Salary & Location

£20,483.84 per annum (£12.31ph). Remote. UK‑based role.

Start Date & Training

Start Date:

23rd February 2026. Training: 6 weeks (23/02/2026‑03/04/2026). Requires 5 mpbs upload and 15 mpbs download internet speed.

Perks

• 198 hours holiday (including bank holidays when rota’d)
• Discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more
• 24/7 employee assistance programme with accessible app
• Family and friends’ discounts on our 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

At least 1 year in a Contact/Call Centre environment. Bonus if experience includes one of the following:

• 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

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.

READY TO APPLY

Upload your CV and answer a few questions about yourself.

Other Information

This is an exciting time at the Appello group — a company on the move. You’ll gain exceptional career opportunities and be part of a company that is expanding.

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, please contact the careers team on 01425 626337.

Seniority level

Entry level

Employment type

Full‑time

Job function

Other

Industries

Appliances, Electrical, and Electronics Manufacturing

Referrals increase your chances of interviewing at Appello UK by 2x.

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