Emergency Helpline Operator

Emergency Helpline Operator

Join the UK’s most trusted careline service supporting vulnerable people. As an emergency helpline operator you will be the first point of contact for alarm calls from elderly and vulnerable service users, delivering top‑tier customer service with empathy, professionalism and a calm voice.

What You’ll Be Doing

• Serve as the first point of contact for emergency alarm calls from our elderly and vulnerable Service Users.
• Support sheltered housing residents and those living independently.
• Turn tough calls into positive experiences and manage difficult conversations with empathy and control.
• Maintain confidentiality and professionalism at the core of every interaction, working closely with a supportive team.

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.

Experience & Qualifications

• At least one year of customer‑facing experience in a call centre, customer services, care work or hospitality.
• Bonus: experience in local authorities, emergency services (police, ambulance, fire), British Telecom or similar control centres.
• Solid general education. NVQ Level 2/3 in Customer Service or Business Admin is preferred.
• Confident with Microsoft Office (Word, Excel, Outlook) and accurate data entry skills.
• Knowledge of CRM systems is an extra advantage.

Personal Attributes

• Calm and patient under pressure.
• True team player with a can‑do attitude.
• Excellent communicator – spoken and written.
• Organised, reliable, and detail‑oriented.
• Ability to comfort and support distressed callers with empathy.
• Passionate about delivering top‑tier customer service.

Salary & Hours

• Salary: £23,314.20 per annum (£12.81 per hour).
• Hours: 35 hours per week.
• 24/7 remote role – must be based in the UK.
• Shift patterns: 4 days per week, 9 hours 45 minutes per day with a 1‑hour unpaid break; 2 weekends out of 3; two shift options – early (06:00–20:00) and late (10:00–00:00).
• Rota is issued 6 weeks in advance.
• Start date: 06 July 2026.
• Closing date: 31 May 2026 – role closed.

Training & Perks

• 6‑week training schedule (06/07/26 – 14/08/26).
• 217 hours holiday including bank holidays worked.
• Discounts on groceries, shopping, holidays, insurance, restaurants, restaurants, days out, and Appello services.
• 24/7 employee assistance programme, family and friends’ discounts.
• Company‑matched pension scheme up to 4%.
• Smartec scheme.
• Internet requirement: 5 Mbps upload and 15 Mbps download.

Equal Opportunity Statement

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 our careers team at 01425 626337.

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