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Transforming lives through Technology Enabled Care Services (TECS)
Out Of Hours Operator
Location
United Kingdom
Posted
10 days ago
Salary
£16.0K / year
Seniority
Senior
Job Description
Out Of Hours Operator
Appello UK
• 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
Job Requirements
- 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, 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
Benefits
- 158 hours holiday rising to 168 hours with length of service
- Discounts on groceries, shopping, holidays, insurance, days out, restaurants
- 24/7 employee assistance programme with accessible app
- Family and friends’ discounts on services & products
- Pension Scheme, up to 4% Company matched
- Free on-site parking
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