Out Of Hours Operator

Out Of Hours Operator Here, one simple word can mean the world. Every 'hello' can save the day or even a life. Join the UK's most trusted and innovative careline service supporting vulnerable people. APPLY NOW! 😁OUT OF HOURS OPERATOR ☎️ Join our Out of Hours team and become the trusted voice supporting the public through urgent repairs and critical services. 🌟 If you thrive under pressure and love helping people, this role has your name on it. 🕰️Hours: 24 hours per week; 4 days a week, every weekend (Saturday and Sunday) plus two days during the week. Your shift will be 6h45min long (including 1x 15min & 1x30min unpaid break). You will know your schedule 6 weeks in advance and your shift will be scheduled within the hours down below: 🎓Training: 3 week programme. Monday, Tuesday & Thursday (15:00-21:00) and Saturday (9:00-15:00). 💸Salary: £15,986.88 per annum (£12.81ph) 📍Location: Remote 📆Start Date: 26th October 2026 ⚠️ Please note that this role is subject to pre‑employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required. 🌍 Remote working for this role is restricted to the UK. 🌟For this role, you need 5mpbs upload and 15mpbs download internet speed🌟 😎Appello Perks : 158 hours holiday rising to 168 hours with length of service. This includes bank holidays that you will work if rota'd. We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more 24/7 employee assistance programme with an easily accessible app! Family and friends’ discounts on our services & products Pension Scheme, up to 4% Company matched 👇ABOUT YOU You’re someone who stays calm under pressure, communicates with warmth, and thrives in a busy environment where every call truly matters. You bring a people‑focused approach, strong attention to detail, and the confidence to support callers who may be distressed or unsure where to turn. What you’ll bring: 👥 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, or 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. 😁THE ROLE 🔊Please take a moment to listen to the types of calls that you may be dealing with here!🔊 As an Out of Hours Operator, you’ll be the reassuring voice the general public turns to for urgent repairs, emergency support, and critical council services outside normal working hours. No two calls are the same — but every one is a chance to help someone who truly needs it. What you’ll be doing day to day: 📞 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. READY TO APPLY ✅ If you are interested in this role please upload your CV and answer a few questions about yourself. OTHER INFORMATION This is an exciting time at Appello - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand. 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 the careers Team on 01425 626337. Department Appello Careline - Out Of Hours Role Out of Hours Operator Remote status Fully Remote Yearly salary £15,986.88 Brand Appello Applicant tracking system by Teamtailor