Call Handler - Service User Support - Remote Remote
Job description
About the Appello Group
We are committed to transforming lives through technology enabled care services, blending the expertise in our monitoring centre with the latest digital technology being created by ourselves and our partners. As the UK's largest telecare monitoring and digital equipment provider, we support over 300,000 vulnerable people in our communities to live safer, happier, and more enriched lives.
Our journey of supporting housing, health and social care dates back to 24th June 1988 when we took our first emergency call from our Head Office in New Milton, Hampshire. With a team of just five employees, we were pioneers for emergency monitoring within the housing sector. Over the next decade our business grew considerably as did our team.
The Appello Group now consists of many brands, including, Appello and Careline365, all are equally pivotal in our continued growth and commitment to improving the safety and wellbeing of our communities.
Today, we operate from multiple locations across the UK, with offices in Hampshire, Wiltshire, and Norfolk, and a team of remote workers all over the UK.
Position:
Call Handler - Service User Support
Hours: 30 hours a week between 06:00 -23:00 Monday - Sunday
Shift pattern: 6 week rota - see explanation below and example as attachment.
Salary: Starting at £16,255.20pa with performance related pay bonus
Location: Remote
Start date: 24.07.2023
Appello Perks
- 23 days holiday rising to 25 days annual + bank holidays
- 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
- Pension Scheme, up to 4% Company matched
- Life assurance 2x annual salary
Training commitments:
4 week training pattern
Week 1 - Monday - Friday 08:00-14:30
Week 2 - Monday - Friday 09:00-15:30
Week 3 - Monday - Friday 13:30-20:00
Week 4 - Tuesday - Thursday 08:00-14:30
Saturday -Sunday 08:00-1430
Shift Pattern : You will work 30 hours across the 7 day week, shift length is 6 hours, you will always get 2 days of each week .
You will provide with your rota'd days off (RDO) and the exact shift time 6 weeks in advance
Sharing our purpose and team spirit, you will play your part every day.
With a cool head, you’ll be handling emergency calls from the elderly and vulnerable and a varied amount of calls ranging from medical emergencies to power issues.
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 service.
Requirements:
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, record details accurately 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
Ready to join our team?
To apply, you'll need to complete the following:
- CV (Word doc or PDF files only) to include educational background information and work experience
- Complete our online assessments which include communication, following instructions and video recorded answers to specific job role questions – it will take you approximately 25 minutes to complete. You have two days from after the closing date to complete the assessments
Click here to register: Complete the assessments now!
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
Other information:
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.
