Emergency Helpline Operator

Appello UK

. Act as the first point of contact for emergency alarm calls from elderly and vulnerable service users .

Posted 9/23/2026full-timeNew Milton • United KingdomJunior💰 £23,314 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills with a focus on empathy and support for vulnerable individuals. Proficient in managing difficult conversations while maintaining professionalism and confidentiality.

Highest-signal resume keywords

Customer Service ExperienceEmpathy and AttentivenessMicrosoft Office ProficiencyData Entry AccuracyResilience Under Pressure

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceData EntryMicrosoft WordMicrosoft ExcelMicrosoft Outlook

Soft Skills

EmpathyCommunicationTeam PlayerOrganizational SkillsCalm Under Pressure

Tools & Technologies

CRM Systems

Certifications & Qualifications

NVQ Level 2/3 in Customer ServiceNVQ Level 2/3 in Business Administration

Industry Keywords

Emergency ServicesSheltered HousingCall CentreCustomer-Facing EnvironmentDBS Check

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

At least 1 year of experience in a customer-facing environment, such as call centre, customer services, care work or hospitality
Genuine desire to help the community; empathetic and attentive to customers’ needs
Exceptional resilience
Solid general education
Confidence with Microsoft Office: Word, Excel and Outlook
Sharp eye for detail and accurate data entry
Calm and patient under pressure
Team player with a can-do attitude
Excellent spoken and written communication
Organised, reliable and detail-oriented
Ability to comfort and support distressed callers with empathy
Passion for delivering top-tier customer service
Ability to work the stated non-negotiable shift patterns, including 2 weekends out of 3
Ability to work remotely from within the UK and attend occasional in-office events at a reasonable distance from a listed location
Minimum internet speed of 5 Mbps upload and 15 Mbps download
Successful completion of pre-employment screening, including basic DBS check and two years of referencing
Desirable: NVQ Level 2/3 in Customer Service or Business Administration
Desirable: experience with local authorities, emergency services, British Telecom or similar control centres
Desirable: CRM systems knowledge

Benefits

Comp & perks

217 hours holiday, including bank holidays worked if rota'd
Discounts on groceries, shopping, holidays, insurance, days out, restaurants and more
24/7 employee assistance programme with an accessible app
Family and friends’ discounts on services and products
Pension Scheme with up to 4% company matching
Career opportunities in an expanding company