Job Category:

Non Emergency Call Handler

Pay: TBD

Full Job Description

Have you got what it takes to be part of the change?

Sharing our purpose and team spirit, you will play your part every day.

With a cool head in a busy environment, you’ll be the first point of contact for our customers providing a 24-hour service handling all non-life critical calls.

This is a rewarding role where trust is key. But it can also be tough, – so you’ll need to be resilient too!

You’ll also need the drive to meet personal targets whilst delivering excellent customer care.

What you will need to make a difference…

If you’ve got the right attitude and personality, we’ll provide you with all the training you need to be the best you can be and answer calls quickly and calmly. As the voice of Appello, you’ll put people at ease and swiftly act on requests, escalating things where needed.

  • Great communication and listening skills
  • The perseverance to get to the bottom of problems and solve them
  • Lots of empathy and patience
  • The ability to multitask and follow procedures
  • Fantastic attention to detail
  • To be quick thinking with good prioritisation skills
  • Because you’ll be working from home, you’ll need to be a motivated self-starter with a mature outlook
  • Although this role is homebased, to be considered for this role you should be based in England, Scotland or Wales

Sharing our purpose and team spirit, you will play your part every day.

With a cool head in an emergency, you’ll take calls from elderly and vulnerable residents in our sheltered housing

The tech bit…

As a homeworking Call Handler, you will be joining the Monitoring Centre from your own home. You will be patched into the network, so you will take calls in exactly the same way as you would if you were based in our office.

We will provide you with the equipment you need including laptop, second screen and a headset.

You will need to have a dedicated quiet space to work and access to a good internet connection that has the right bandwidth to take calls. This will need to be hard wired in to your router so our customers can hear you clearly.

Minimum supported broadband requirement is:

  • 15Mpbs broadband speed as minimum (20Mbps and above is preferred)
  • Ethernet connection is preferred (cable provided if necessary)
  • Appello’s call centre platform telephony uses VoIP calls to be passed through your router and it important that your router is able to handle these calls for this role
  • The router should be able to work in a SIP ALG disabled mode, this may either be a default on your router or you may have to configure this yourself in the settings.
  • Not all routers are able to work in this mode so you should check with your provider if you are not sure. If your router is not able to use this setting you can replace your router for one that can.

Appello Perks

  • Company laptop and equipment to handle calls
  • Contributory amounts to desks and chairs to kit out your home office
  • 23 days holiday, rising to 25 days after 2 years’ service (pro rata based on working hours)
  • We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
  • 24/7 employee assistance programme
  • Family and friends’ discounts on our services & products
  • Casual dress
  • Pension Scheme, up to 4% Company matched
  • Life assurance 2x annual salary

Ready to join our team?

If you are keen to find out more and have the necessary skills, please apply now with your up to date CV.

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 HR Team on 01425 626337.

Due to the number of applications received, we are unable to provide any feedback on unsuccessful applications

Company – Appello UK


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