Emergency Helpline Operator

🚨 Emergency Helpline Operator (Remote – UK)

🏢 Company: Appello

💷 £21,315 (£12.81/hr)

📅 Permanent, Part-time (32hrs/week — 4 days x 9hrs)

🏠 Fully remote (UK only — min. 5mbps upload / 15mbps download required)

🚀 About the Company

Appello is the UK’s most trusted careline service — providing 24/7 emergency support for elderly and vulnerable people living independently or in sheltered housing.

📅 What You’ll Be Doing

Being the first voice people hear when they trigger an emergency alarm — calm, caring and life-changing work from home.

✔️ Answering emergency alarm calls from elderly and vulnerable service users

✔️ Supporting sheltered housing residents and independent living clients

✔️ Managing difficult and distressing calls with empathy and professionalism

✔️ Coordinating with emergency services where needed

🧩 What They’re Looking For

✅ 1+ year customer-facing experience — call centre, care, hospitality or similar

✅ Calm under pressure with genuine empathy

✅ Confident with Microsoft Office and accurate data entry

✅ Reliable, organised and an excellent communicator

💡 Experience with emergency services, local authorities or CRM systems is a bonus.

⏰ Two shift patterns available — Earlies (6am–8pm) or Lates (10am–midnight). Non-negotiable. Every other weekend guaranteed off.

🎁 Benefits

✔️ 198 hours holiday including bank holidays

✔️ Pension — up to 4% company matched

✔️ Employee discounts — groceries, holidays, restaurants and more

✔️ 24/7 Employee Assistance Programme

✔️ Family and friends discounts on Appello services

✔️ 5-week paid training programme