Calm Emergency Call Handler (Hybrid, Part-Time)

Appello UK; Norwich; Hybrid; GBP 14,000 - 18,000; Part time

Benefits offered by this job

Holiday allowance

Discounts on groceries and more

Employee assistance programme

Family and friends discounts

Pension scheme

Cycle to work

Smart Tech scheme

Free on-site parking

Job summary

Careline365, part of the Appello group, is seeking an Emergency Call Handler in Norwich on a part-time basis. You will answer emergency alarm calls, assess situations quickly and coordinate with responders to ensure customers receive timely help.

The role offers hybrid work with one day home-based and 6-hour shifts across the week. Training is provided, including three weeks of paid sessions, with an emphasis on calm, empathetic service.

Qualifications

• Experience dealing directly with customers or the public.
• Excellent verbal and written communication skills.
• Ability to remain calm under pressure and handle sensitive situations with empathy.
• Strong attention to detail and comfort using multiple computer systems.
• Organised, reliable, and able to follow established processes.

Responsibilities

• Answer incoming emergency alarm calls and assess situations quickly and calmly.
• Liaise with emergency services, responders, family members and colleagues as required.
• Follow established procedures to ensure calls are handled professionally and accurately.
• Provide a 24/7 monitoring service from the Norwich Alarm Receiving Centre to support customers at home.

Skills

Customer service

Communication

Calm under pressure

Attention to detail

Teamwork

Flexible shifts

Initiative

Tools

CRM systems

Job description

Careline365, part of the Appello group, is seeking an Emergency Call Handler in Norwich on a part-time basis. You will answer emergency alarm calls, assess situations quickly and coordinate with responders to ensure customers receive timely help.

The role offers hybrid work with one day home-based and 6-hour shifts across the week. Training is provided, including three weeks of paid sessions, with an emphasis on calm, empathetic service.