Emergency Helpline Operator

Appello is a leading provider of technology-enabled care services in the United Kingdom, dedicated to improving the quality of life for individuals by providing innovative and reliable solutions. With over 30 years of experience, Appello has been at the forefront of delivering emergency response services, telecare, and telehealth solutions that ensure safety, independence, and peace of mind for vulnerable individuals. Our commitment to excellence, customer satisfaction, and continuous improvement has made us a trusted partner in the care industry. At Appello, we believe in leveraging technology to create a safer and more connected world for everyone.

Role Overview:

As an Emergency Helpline Operator at Appello, you will be the first point of contact for individuals seeking emergency assistance. This critical role requires a calm and composed demeanor, excellent communication skills, and the ability to respond quickly and effectively to a wide range of emergency situations. The ideal candidate will be empathetic, patient, and capable of providing clear instructions and support during high-stress situations. As an Emergency Helpline Operator, you will play a vital role in ensuring the safety and well-being of our clients, providing them with the reassurance and assistance they need.

Job Details:

  • Employer Name: Appello
  • Job Location: United Kingdom(England)
  • Salary:£2550.00 – £3500.00 Monthly
  • Job Position: Emergency Helpline Operator
  • Job Type: Full Time, Permanent, Part-Time, 40-60 hours per week
  • Education: High School or Diploma Degree
  • Experience: 1-2 Basic Requirements

Key Responsibilities:

Emergency Response:

  • Answer emergency calls promptly and professionally, providing immediate assistance and support.
  • Assess the nature of the emergency and prioritize calls based on severity.
  • Dispatch appropriate emergency services or provide instructions to callers to manage the situation until help arrives.

Client Support:

  • Offer reassurance and guidance to individuals in distress, maintaining a calm and supportive tone.
  • Keep detailed records of each call, including the nature of the emergency and actions taken.
  • Follow up with clients to ensure their safety and well-being after the initial emergency response.

with Emergency Services:

  • Liaise with emergency services, including police, fire, and medical personnel, to coordinate a timely response.
  • Provide accurate and detailed information to emergency responders to facilitate efficient assistance.
  • Maintain open lines of communication with emergency services to ensure effective coordination and support.

Technical Proficiency:

  • Utilize Appello’s telecare and telehealth systems to monitor alarms and respond to alerts.
  • Troubleshoot basic technical issues and provide guidance to clients on using emergency response equipment.
  • Report any technical problems to the appropriate department for resolution.

Training and Development:

  • Participate in regular training sessions to stay updated on emergency response protocols and best practices.
  • Continuously improve knowledge and skills related to emergency response and customer service.
  • Share insights and feedback with team members to enhance the overall effectiveness of the helpline service.

Team Collaboration:

  • Work collaboratively with other helpline operators and team members to ensure a seamless and efficient service.
  • Participate in team meetings and contribute to discussions on improving emergency response procedures.
  • Support other departments as needed, including assisting with administrative tasks and special projects.
  • Previous experience in a customer service, helpline, or emergency response role is preferred.
  • Strong communication and interpersonal skills.
  • Ability to remain calm and composed under pressure.
  • Excellent problem-solving and decision-making abilities.
  • Proficiency in using computer systems and telecommunication equipment.
  • Empathy, patience, and a genuine desire to help others.
  • Flexibility to work various shifts, including nights, weekends, and holidays.
What We Offer:
  • Competitive salary and benefits package.
  • Opportunities for career growth and professional development.
  • A supportive and inclusive work environment.
  • Access to training and development programs to enhance your skills.
  • The chance to make a real difference in the lives of vulnerable individuals.
How to apply:
  • Dear candidates kindly send your resume or send your resume here or at visit office time Oregon House, 19 Queensway, New Milton BH25 5NN, United Kingdom
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