Appello UK

Operator

• Act as the first point of contact for emergency alarm calls from elderly and vulnerable service users
• Support sheltered housing residents and people living independently
• Deliver empathetic and professional customer service over the phone
• Manage difficult conversations with empathy and control
• Maintain confidentiality and professionalism in every interaction
• Work closely with the support team
• Work four days per week, 9 hours 45 minutes per day, including a 1-hour unpaid break
• Follow a rota issued six weeks in advance and work two weekends out of three
• Attend six weeks of training, Monday to Friday, 08:30–16:30
• Participate in the recruitment process, including CV screening, TestGorilla assessment, informal chat, Thomas assessment and role-play interview

Emergency Helpline Operator

General

• Answer incoming emergency alarm calls from elderly and vulnerable customers
• Assess situations quickly and calmly
• Take appropriate action to ensure customers receive required help
• Provide a 24/7 monitoring service supporting independent living and safety at home
• Use communication, empathy and problem-solving skills in varied situations
• Liaise with emergency services, responders, family members and colleagues
• Handle calls professionally, accurately and according to established procedures
• Serve as the first point of contact for customers requiring safety, reassurance and support

Emergency Call Handler – Part-Time

• Answer incoming emergency alarm calls from elderly and vulnerable customers
• Quickly and calmly assess situations and take appropriate action
• Provide safety, reassurance and support to customers
• Liaise with emergency services, responders, family members and colleagues when required
• Handle calls professionally, accurately and in line with established procedures
• Provide a 24/7 monitoring service supporting independent living
• Use communication, empathy and problem-solving skills in a fast-paced environment

Emergency Call Handler

Administration

• Input contract details into the MIS (Business Central)
• Support field-based Contracts Managers with customer liaison
• Create, release and send purchase orders
• Maintain organised electronic filing systems
• Progress outstanding orders and schedule deliveries
• Manage subcontractor paperwork in line with ISO standards
• Liaise with departments across the business to maintain information flow
• Support continuous improvement of departmental procedures
• Record returns, process warranty claims and manage replacements
• Maintain spreadsheets and key data sources
• Onboard customers onto EVO for Smart Life deliveries
• Train customers on DMP
• Own the end-to-end Smart Life customer journey
• Manage internal and external customer expectations
• Keep customers informed through clear, transparent communication
• Adapt to changing customer needs and expectations
• Ensure smooth handovers between team members
• Check that delivered services meet customer expectations
• Share information with colleagues to support continuous service improvement

Emergency Helpline Operator

Emergency Call Handler – Part-Time

Emergency Call Handler

SmartTEC Administrator