Life in Out of Hours Appello...

At Appello, you can make a difference to people’s lives. You'll be helping us provide a seamless extension of our clients day service to support their customers when they need it most. Our clients include Housing Associations, Property Management Companies, Local Council Authorities and more.

You’re trusted to deliver outcomes that improve lives. We know this isn’t an easy task. It’s not for everyone. So in return, you’ll be well rewarded for your effort. You’ll be supported in your career – whether that’s career progression, learning new skills or simply doing what you do well. And because we’re are there for our customers around the clock, we’ve got opportunities that can be flexible for you.

What the role entails…

As part of the Out of Hours team you will be responsible for:

• Answering inbound repair and council calls on behalf of our clients to establish the support that they need
• Providing a high level of customer service to all callers
• Ensuring that all calls are dealt with in accordance with our clients procedures and policies
• Contacting our clients contractors and staff member to action emergency cases
• Supporting the business with working towards our clients KPIs

Out of hours department - Weekends Only

Various weekend shifts available

Example shift: 13 Hours per week ( Saturday 11:30-17:00 & Sunday 09:00-17:00)

REMOTE WORKING

Have you got what it takes to be part of the change?

Sharing our purpose and team spirit, you will play your part every day.

With a cool head, you’ll be handling emergency calls dealing from structural damage to buildings to Social Services, homelessness and antisocial behaviour concerns. You’ll be interacting with a variety of callers including the elderly and vulnerable.

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.

What you will need to make a difference...

If you’ve got the right attitude, 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, swiftly act on requests and 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
• *Please note - we can only accept applications from Mainland UK*

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.

Appello Perks 😎

• Hourly rate of £9.92, rising to £10.55 following successful completion of probation
• 23 days holiday rising to 25 days
• 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
• Contracted Overtime available once fully trained

📧 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.