Emergency Helpline Operator

1 week ago

New Milton, Hampshire, United Kingdom Appello UK Full time £20,483 per year

EMERGENCY HELPLINE OPERATOR - Earlies


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:*
32 hours per week


Shift pattern: 4 days a week, 9 hours a day, including a 1-hour unpaid break. Your rota will be provided 6 weeks in advance. You will be guaranteed every other weekend off. The shift you could be assigned will be rotad between 06:00-20:00.

Salary:
£20,483.84 per annum (£12.31ph)


Location:
Remote.

This role is a UK-based role, and any hybrid/remote work must also be within the UK.


Start Date :
12th January 2026


Training Schedule:
6 weeks (12/01/2026-20/02/2026)

*
For this role, you need 5mpbs upload and 15mpbs download internet speed

Appello Perks*

  • 198 hours holiday (This includes bank holidays that you will 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
  • 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

You've worked directly with the public in a professional setting, and you must have at least 1 year of experience in a Contact/Call Centre environment.
It's a bonus if your experience includes one of the following areas:

  • Local Authorities
  • Emergency Services (Police, Ambulance, Fire)
  • British Telecom or similar control centres


Education & Training
A solid general education

Even better if you have a 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 amazing 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
If you are interested in this role please upload your
CV
and answer a few questions about yourself

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

  • Emergency Helpline Operator

    2 weeks ago

    New Milton, Hampshire, United Kingdom Appello UK Full time £17,712 - £26,740 per year

    EMERGENCY HELPLINE OPERATOR - NIGHTSHours: 29.75 average per week**Shift pattern:Option 1: 4on 4off 00:00 - 09:00Option 2: 4on 4off 21:00 - 06:00Salary: £22, £14.76 ph)Location: RemoteStart Date : 12/01/2026For this role, you must have 5mpbs upload and 15mpbs download internet speed. All IT equipment required for the role will be provided**Appello...

  • Emergency Helpline Operator

    1 week ago

    New Milton, Hampshire, United Kingdom Appello UK Full time £18,000 - £25,000 per year

    EMERGENCY HELPLINE OPERATOR - LatesJoin the Heroes Behind the Headsets Become an Emergency Helpline Operator at AppelloAre 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...

  • Telecare Coach

    1 week ago

    New Milton, Hampshire, United Kingdom Appello UK Full time £27,500 - £30,958 per year

    Telecare CoachHours:35 hours per week**Shift pattern: Core hours , Monday - Friday between 06:00-20:00 and then 1 in 9 weekends 17:00-23:00.Salary: £27,500 per annum (£15.93ph) rising to £30.958 per annum (£17.00ph)Location: Hybrid - New Milton**This role is a UK based role and any hybrid/remote work must also be within the UK.**Start Date : January...

  • Emergency Helpline Operator

    7 days ago

    New Milton, United Kingdom Appello UK Full time

    Emergency Helpline Operator - Earlies Become an Emergency Helpline Operator at Appello UK. 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. At Appello, we’re not just answering phones—we’re answering calls for help. From...

  • Emergency Helpline Operator

    1 week ago

    New Milton BH NN, United Kingdom Appello Group Full time £20,483 per year

    EMERGENCY HELPLINE OPERATOR - LatesJoin the Heroes Behind the Headsets Become an Emergency Helpline Operator at AppelloAre 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...

  • Emergency Helpline Operator

    1 week ago

    New Milton BH NN, United Kingdom Appello Group Full time £20,483 per year

    EMERGENCY HELPLINE OPERATOR - EarliesJoin the Heroes Behind the Headsets Become an Emergency Helpline Operator at AppelloAre 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....

  • Emergency Helpline Operator

    2 weeks ago

    New Milton BH NN, United Kingdom Appello Group Full time £22,000 - £45,000 per year

    EMERGENCY HELPLINE OPERATOR - NIGHTSHours: 29.75 average per weekShift pattern: Option 1: 4on 4off 00:00 - 09:00 Option 2: 4on 4off 21:00 - 06:00Salary: £22, £14.76 ph)Location: RemoteStart Date : 12/01/2026For this role, you must have 5mpbs upload and 15mpbs download internet speed. All IT equipment required for the role will be providedAppello Perks196...

  • Emergency Helpline Operator 4on 4off

    7 days ago

    New Milton, United Kingdom Appello Full time

    **EMERGENCY HELPLINE OPERATOR** ***: **Hours: 30.625 average per week**: **Shift pattern: Please select preference when applying.**: - 4on 4off 06:45 - 16:00/14:45 - 00:00 alternating - 4on 4off 14:45 - 00:00 **Salary: £18,377.45 pa ( £11.54ph) starting rate rising to £18,584.48pa (£11.67ph) upon successful completion of probation.**: **Location:...

  • Telecare Coach: Lead

    7 days ago

    New Milton, United Kingdom Appello UK Full time

    A leading telecare service provider is seeking a Telecare Coach to manage day-to-day operations in their monitoring centre. The successful candidate will be accountable for coaching emergency helpline operators while promoting customer satisfaction and team excellence. Required skills include leadership experience, strong communication abilities, and...

  • Emergency Helpline Operator 4on 4off

    5 days ago

    New Milton, United Kingdom Appello Full time

    **EMERGENCY HELPLINE OPERATOR - NIGHTS** ***: **Hours: 26.25 average per week**: **Shift pattern: 4on 4off 22:00-06:00**: **Salary: £19,110.00 pa ( £14.00ph) starting rate rising to £19,287.45pa (£14.13ph) upon successful completion of probation.**: This includes a night supplement that you will receive once training is complete **Location:...

  • Eho - Weekends

    7 days ago

    New Milton, United Kingdom Appello Full time

    **EMERGENCY HELPLINE OPERATOR***: **Hours**: **Option 1: 28 hours per week**: **Option 2: 30 hours per week**: **Shift pattern**: **Option 1: Thursday 16:00 - 22:30, Friday 16:00 - 22:30, Saturday 14:00 - 23:00 and Sunday 10:00 - 18:00**: **Option 2: Friday / Saturday / Sunday / Monday 16:00 - 00:00**: **Salary**: **Option 1: £16,802.24pa ( £11.54ph)...

  • Emergency Alarm Call Operator

    1 week ago

    Milton Keynes, United Kingdom Bedford Independent Full time

    Emergency Alarm Call Operator Bedford Independent Location: Milton Keynes Hours: Full time Salary: £26,824 - £28,142 Overview Our Community Alarm Service helps people feel safe and secure at home. We handle around 10,000 emergency calls each month and provide mobile responder visits to residents who need in‑person help. Responsibilities Contribute to all...

  • Telecare Coach

    7 days ago

    New Milton, United Kingdom Appello UK Full time

    Telecare Coach – Appello UK Location: Hybrid – New Milton, UK Start: January 2026 Hours: 35 hours per week, core 0600‑20:00 Mon‑Fri, 1 in 9 weekends 17:00‑23:00 Salary: £27,500 – £30,958 per annum (£15.93–£17.00 per hour) Key benefits: 231 hours holiday Discounts on groceries, shopping, holidays, insurance, restaurants and more 24/7...