£10,657 – £15,986EntryFull TimeEN
Option 1:
Option 2:
🌍This role is a UK based role and any hybrid/remote work must also be within the UK.
🌟For this role, you need 5mpbs upload and 15mpbs download internet speed🌟
😎Appello Perks :
Option 1: 158 hours holiday rising to 168 hours with length of service. Option 2: 99 hours holiday rising to 106 hours with length of service. This includes bank holidays that you will work.
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
Free on-site parking
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.
👥 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.
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.
📞 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.
If you are interested in this role please upload your CV and answer a few questions about yourself.
This is an exciting time at the Appello group - 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.
