Customer Service Operator - Inbound - Office Based New Milton ( Part-Time)

Appello Hampshire United Kingdom Customer Services

Company Description

About Appello

We are committed to transforming lives through technology enabled care services, blending the expertise in our monitoring center with the latest digital technology being created by ourselves and our partners.

Becoming the UK's largest monitoring centre, supporting over 200,000 people across the country, and developing the first digital telecare system has been no small feats.

Our ambitions though are still significant and as our population ages the requirements for services that empower people to live independent, happier and healthier lives will continue to grow.


Hours Available :

- 20 Hours per week ( Monday to Friday 14:00-18:00 )

Location: Office based for the first 4 weeks of training and then there will be the opportunity to work remotely from home.

Main Responsibilities and Activities

1. Promote a positive image for the organisation by telephone

  • Ensure salutation and introductions of all calls are positive, concise, and clear, using words accepted by the customer services centre.
  • Confirm that you are listening through acknowledging points raised and the responses made by the caller.
  • Deliver a tone of voice, inflexion and appropriate language to reflect an interest in the caller’s needs.
  • Ensure your responses are positive and maintains a good relationship with the caller.
  • Handle all calls in a professional manner obtaining accurate information in order service user records can be updated from information shared by the Engineer direct from the Service User
  • Close all calls effectively with the required call end reason and on a positive note.
  • Follow the Customer Services Centre approved procedures throughout the call to ensure that the test call is successful, and the service user is onboarded correctly

2. Data Management

  • Data input to an accurate and high standard

3. Team Working

  • Where appropriate, contribute actively to effective team working by cooperating with colleagues, using appropriate methods of communication
  • Meet Appello’s standards for appearance and behaviours
  • Respond effectively to requests for job information from relevant people
  • Seek assistance from others in a polite and courteous way
  • Respond promptly and willingly when others ask for help or information which fall within the limits of their own job responsibilities and capabilities, referring to the appropriate person when requests for assistance fall outside their area of responsibility

4. Health & Safety (non people manager)

  • Take reasonable care of the health and safety of themselves and of others who may be affected by what they do or do not do
  • Cooperate with the employer on health and safety matters
  • Not misuse any equipment that is provided for safety purposes (e.g. fire extinguishers etc.)

5. Compliance

  • Maintain the confidentiality of information about customers, employees and other business services in accordance with the Data Protection Act 1998, GDPR. Individuals must not, without prior permission, disclose any information regarding customers or employees regardless of the media on which information is held.
  • Escalate safeguarding children and vulnerable adults in the course of daily duties and to ensure you are up to date on specific duties relating to their role.
  • Comply with all policies, procedures and protocols in place within Appello.


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.

  • Call centre experience desirable
  • Great communication and listening skills
  • The ability to multitask and follow procedures
  • Fantastic attention to detail
  • To be quick thinking with good prioritisation skills
  • *Please note - we can only accept applications from Mainland UK*

If working from home: 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
  • The router should be able to work in a SIP ALG disabled mode, this may either be a default on your router or you may have to configure this yourself in the settings.
  • Not all routers are able to work in this mode so you should check with your provider if you are not sure. If your router is not able to use this setting you can replace your router for one that can.

Other information

Appello Perks 😎

  • Hourly rate of £10.16, rising to £10.71 following successful completion of probation
  • 23 days holiday rising to 25 days annual leave
  • Best employer status rated Very Good
  • We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
  • Free onsite parking
  • Free tea and coffee
  • Free fruit delivered to the offices each week
  • 24/7 employee assistance programme
  • Family and friends’ discounts on our services & products
  • Casual dress
  • Pension Scheme, up to 4% Company matched
  • Life assurance 2x annual salary

📧 Ready to join our team? 📧

If you are keen to find out more and have the necessary skills, please apply now with your up to date CV.

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 HR Team on 01425 626337.


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