Key Facts

Remote From:

Anywhere

Full time

English

Hard Skills

Emotional Support Telecare Call Center Experience Telephony Test Design Remote Administration De-escalation Techniques

Other Skills

•
Basic Internet Skills
•
Customer Service
•
Calmness Under Pressure
•
Communication
•
Resilience
•
Active Listening
•
Goal-Oriented
•
Empathy
•
Problem Solving

Roles & Responsibilities

Minimum call centre experience handling customer interactions with remote work capability
Empathy, genuine desire to help the community, and ability to communicate with distressed or vulnerable callers
Good general educational standard
Resilience and ability to meet personal targets while delivering excellent customer service

Requirements:

Handle calls from vulnerable clients, providing reassurance, information, and guidance during emergencies
Action accidental calls, test calls, and coordinate with emergency services or other agencies as needed
Arrange appropriate assistance for clients, ensuring timely response and escalation when required
Maintain calm, empathetic communication while meeting personal performance targets and delivering high-quality customer service

Appello UK

About Appello UK

We are industry leaders in safety and security. We've invested over 30 years in establishing the UK's largest emergency monitoring centre and building a first-class reputation for designing, installing and maintaining telecare, fire safety and security products. Thousands of customers around the country already trust us to offer advice, support and technology when they need us most. Many local authorities, housing associations, ALMOs, charities, care associations, property management companies, developers and individuals rely on our experience and expertise. All this, together with our accreditations, awards and continued high customer satisfaction, is testimony to the integrity, quality and reliability of Appello. Appello is the new trading name for the merged businesses previously known as Cirrus, CarelineUK and Appello Telehealth.

Founded: 2018

Company size: 201 - 500

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Job description

🤩EMERGENCY HELPLINE OPERATOR - NIGHTS
🌟 Join the Heroes Behind the Headsets! Become an Emergency Helpline Operator at Appello 🌟

Are you ready to make a real difference every single day? 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. Join the UK's most trusted and innovative careline service supporting vulnerable people.

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.

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

🕰️Hours: 29.75 average per week

📅Shift pattern: 4on 4off 00:00 - 09:00

💸Salary: £23,607.22 (£15.26 ph)

📍Location: Remote

📆Start Date : 05/05/2026

🙅CLOSING DATE : 07th April 2026

🤝INTERVIEW DATES: 10th, 13th and 14th April 2026

🌟For this role, you must have 5mpbs upload and 15mpbs download internet speed. All IT equipment required for the role will be provided 🌟

🎓Training Schedule: (05/05/2026-05/06/2026)

😎Appello Perks

196 hours annually, including bank holidays that you will be expected to work if rota'd
We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
24/7 employee assistance programme with an easily accessible app!
Family and friends’ discounts on our services & products
Pension Scheme, up to 4% Company matched
Smart Tech Benefit Scheme

THE ROLE 🎧

The heart of the Emergency Call Handler role is to arrange help for our vulnerable clients when they need us the most.

Your hello

can save the day

or save a life

Thats the power of hello

At Appello, every call you answer makes a difference.

With a cool head, you’ll be handling varying calls, anything from providing reassurance, actioning accidental calls, test calls, to contacting emergency services.

ABOUT YOU 👇

You must possess a genuine desire to help the community, be empathetic and have the ability to sympathetically communicate with a distressed caller.

You have had a minimum of a years experience in a call centre environment dealing with customers and have worked remotely.

A good general standard of education is required, but we believe that within the right core values and training that you could thrive in this role.

This is a rewarding role where trust is key. But it can also be tough - so you’ll need to be resilient too! You’ll also need the drive to meet personal targets whilst delivering excellent customer service.

READY TO APPLY ✅

If you are interested in this role please follow upload your CV and answer a few questions about yourself so we can get to know you !

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.

Ready to apply?

APPLY

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