Out Of Hours Operator

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Appello UK

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1988

📡 Telecommunications

🤝 B2B

👥 B2C

Telecommunications • B2B • B2C

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

• Handling inbound and outbound calls from the general public covering out‑of‑hours repairs, emergency council services, social services, homelessness queries, community equipment faults and reports of anti‑social behaviour • Delivering calm, clear and positive communication — even when callers are distressed, agitated or unsure how to explain their issue • Quickly identifying caller needs using effective questioning and active listening • Logging and progressing repairs, service requests and urgent issues using the correct procedures every time • Managing difficult or sensitive calls with empathy, professionalism and confidence • Keeping callers informed throughout their journey and ensuring every call ends on a positive, reassuring note • Escalating emergencies or unclear procedures to the appropriate teams • Maintaining accurate records, confidentiality and service standards on every interaction • Working collaboratively with colleagues, sharing information, seeking support when needed, and contributing 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 (desirable: contact centre, local authority, emergency services, telecoms control room) • A good standard of secondary education, with extra qualifications a bonus (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, even during busy periods • A patient, calm and methodical approach, especially when helping distressed or vulnerable callers • A team‑player mindset —helpful, supportive, and great at working with others • Resilience in fast‑paced environments, with the ability to stay focused under pressure • A positive, can‑do attitude, showing enthusiasm and commitment in everything you do • Excellent communication skills (both verbal and written), with the ability to explain things clearly and sympathetically • Strong organisational skills and great attention to detail, ensuring nothing gets missed • Initiative and problem‑solving skills, knowing when to act and when to escalate • A genuine passion for delivering exceptional customer service on every call

🏖️ Benefits

• 158 hours holiday rising to 168 hours with length of service • Discounts on groceries, shopping, holidays, insurance, days out, restaurants • 24/7 employee assistance programme with accessible app • Family and friends’ discounts on services & products • Pension Scheme, up to 4% Company matched • Free on-site parking