Out Of Hours Operator

🔥 3 minutes ago

🇬🇧 United Kingdom – Remote

💵 £16k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Appello UK

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1988

🏥 Healthcare

💼 Consulting

🏭 Manufacturing

Healthcare • Consulting • Manufacturing

Appello UK is a UK-based telecare and personal alarm provider delivering monitoring, digital telecare equipment, and emergency call handling to support elderly and vulnerable people to live safely and independently. Operating Appello and Careline365, the company provides large-scale remote monitoring and contact-centre services for housing providers, local authorities, care organisations and private customers, with hundreds of thousands of active connections and calls each year.

📋 Description

• Handle inbound and outbound calls from the general public regarding out-of-hours repairs, emergency council services, social services, homelessness queries, community equipment faults, and anti-social behaviour reports • Communicate calmly, clearly, and positively with distressed, agitated, or uncertain callers • Identify caller needs through effective questioning and active listening • Log and progress repairs, service requests, and urgent issues using correct procedures • Manage difficult or sensitive calls with empathy, professionalism, and confidence • Keep callers informed and end calls with a positive, reassuring outcome • Escalate emergencies or unclear procedures to appropriate teams • Maintain accurate records, confidentiality, and service standards • Collaborate with colleagues, share information, seek support, and contribute to a positive team environment

🎯 Requirements

• Experience supporting the general public in a customer-facing or service-focused role • Background in call handling or similar high-pressure environments; contact centre, local authority, emergency services, or telecoms control room experience desirable • Good standard of secondary education • Extra qualifications are a bonus, such as NVQ Level 2/3 in Customer Service or Business Administration • Strong IT skills, including confident use of Microsoft Office (Word, Excel, Outlook) • Ability to analyse information and input data accurately during busy periods • Patient, calm and methodical approach when helping distressed or vulnerable callers • Ability to work collaboratively with others • Resilience in fast-paced environments and ability to stay focused under pressure • Positive, can-do attitude • Excellent verbal and written communication skills • Strong organisational skills and attention to detail • Initiative and problem-solving skills, including knowing when to act and when to escalate • Passion for exceptional customer service • Ability to work remotely from the UK • Internet speed of 5 Mbps upload and 15 Mbps download • Successful completion of pre-employment screening, including a basic DBS check and two years of referencing, before the start date

🏖️ Benefits

• 158 hours holiday, rising to 168 hours with length of service, 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 easily accessible app • Family and friends’ discounts on services and products • Pension Scheme with up to 4% company matching • Career opportunities within an expanding company • Equal opportunities commitment