Out Of Hours Operator

Appello UK

Out of Hours Operator at Appello Careline providing critical support through urgent repairs. Responsible for managing calls related to emergency services and ensuring positive communication with the public.

Posted 7/24/2026part-timeRemote • 🇬🇧 United KingdomMid-LevelSenior💰 £15,986 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong customer service skills with a focus on effective communication, empathy, and problem-solving in high-pressure environments. Proficient in managing sensitive calls while maintaining confidentiality and service standards.

Highest-signal resume keywords

Customer Service ExperienceCall Handling SkillsMicrosoft Office ProficiencyActive ListeningResilience Under Pressure

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data EntryInformation AnalysisService Request LoggingEmergency Call EscalationRecord Keeping

Soft Skills

EmpathyCommunication SkillsTeam CollaborationOrganizational SkillsProblem-Solving

Certifications & Qualifications

NVQ Level 2/3 in Customer ServiceNVQ Level 2/3 in Business Administration

Industry Keywords

Customer-Facing RoleHigh-Pressure EnvironmentContact CentreLocal AuthorityEmergency Services

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

158 hours holiday rising to 168 hours with length of service
Discounts on groceries and shopping
Employee assistance programme with an easily accessible app
Family and friends’ discounts on services & products
Pension Scheme, up to 4% Company matched
Free on-site parking