Emergency Helpline Operator

5 months ago

New Milton, United Kingdom Appello Group Full time

**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. Ideally you would have some experience in a customer facing role and a good general standard of education, but we believe that within the right core values and training that you could thrive in this role.

**THE ROLE**

The heart of the Out of Hours role is answering inbound telephone calls from various customers, including; council calls, responsive repairs, anti-social behaviour & noise complains calls.

Here's what you'll be doing:

- Ensure salutation and introductions of all calls are positive, concise and clear, whilst always utilising the Excellence Modelling structure.
- Handle all calls in a professional manner and at a pace to suit the needs of the caller whilst meeting the levels of service and quality required by the control centre.
- Accurately identify the specific needs of each caller using effective questioning to extract accurate information from customers who may be in a very agitated state or have communication difficulties.
- Address and escalate special communication requirements of callers in line with procedures.
- Throughout the call, acknowledge and confirm regularly your understanding of what each caller is saying.
- Maintain a flow of conversation, keeping each caller informed of relevant activities that you undertake as you progress the call, utilising your resources effectively.
- Handle customer escalations for difficult calls.
- Remain calm and maintain an effective level of control for all calls.
- Manage the expectations of each caller, balancing effectively the requirements of the caller with those of the control centre.

**Hours**: 24 hours per week

**Shift pattern**:2 week shift pattern, 4 days a week, 6 hours per shift - See example below

**Rota**

2 week shift pattern, you will only work 4 days a week with 6 hour shifts within the time frame listed. You will have 3 days off a week and your rota will be published 7 weeks in advance.

**Week One**:
Monday 6 hour shifts between 15:00 - 00:00

Tuesday 6 hour shifts between 15:00 - 00:00

Wednesday 6 hour shifts between 15:00 - 00:00

Thursday 6 hour shifts between 15:00 - 00:00

Friday 6 hour shifts between 15:00 - 00:00

Saturday OFF

Sunday 6 hour shifts between 08:00 - 16:00

**Week Two**:
Monday 6 hour shifts between 15:00 - 00:00

Tuesday 6 hour shifts between 15:00 - 00:00

Wednesday 6 hour shifts between 15:00 - 00:00

Thursday 6 hour shifts between 15:00 - 00:00

Friday 6 hour shifts between 15:00 - 00:00

Saturday 6 hour shifts between 13:00-22:00

Sunday 6 hour shifts between 13:00-22:00

**Salary**: £10.42 starting rate rising to £10.55 upon successful completion of probation. Set to increase in line with National Minimum Wage.

**Location**:Hybrid - New Milton, Hampshire, UK

**Start date**: ASAP

**Perks**
- 23 days holiday rising to 25 days annual + bank holidays
- We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
- 24/7 employee assistance programme
- Family and friends’ discounts on our services & products
- Pension Scheme, up to 4% Company matched
- Life assurance 2x annual salary

**READY TO APPLY**

**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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