Emergency Helpline Operator

About the role

Join Appello’s 24/7 emergency helpline and become the reassuring voice that supports vulnerable people across the UK. You will handle a variety of calls, from elderly assistance to urgent council services, providing calm and effective solutions under pressure.

Key responsibilities

• Answer inbound emergency and support calls, delivering accurate information and guidance.
• Log call details and outcomes in the company’s CRM system.
• Escalate critical incidents to the appropriate authorities or internal teams.
• Maintain a professional and empathetic tone throughout each interaction.
• Adhere to shift patterns, including weekend work, and follow the rota schedule.

Required profile

• Genuine desire to help the community with strong empathy and resilience.
• At least one year of experience in a customer‑facing environment such as a call centre, hospitality, or care work.
• Basic education; NVQ Level 2/3 in Customer Service or Business Administration is a plus.
• Ability to work remotely from within the UK with a reliable internet connection (minimum 5 Mbps upload, 15 Mbps download).

Required skills

• Proficiency with Microsoft Office (Word, Excel, Outlook).
• Experience using CRM systems for data entry and call logging.

What we offer

• Annual salary of £23,314.20 (£12.81 per hour).
• 35‑hour work week with 4‑day shifts and a 1‑hour unpaid break.
• 217 hours of holiday including bank holidays.
• Discounts on groceries, holidays, insurance, restaurants and more.
• 24/7 employee assistance programme, family & friends discounts, pension scheme with up to 4 % company match, and a training schedule of six weeks.