Emergency Call Handler - Full Time

Appello UK; Norwich; Hybrid; GBP 21,000 - 26,000; Full time

Benefits offered by this job

217 hours annual leave

Discounts on groceries, holidays, and餐

24/7 employee assistance program

Family discounts

Pension scheme

Cycle to work

Smart tech scheme

Free on-site parking

Job summary

Careline365 is seeking an Emergency Call Handler for a hybrid role in Norwich. You will be the calm voice for vulnerable clients, providing reassurance on every call and arranging appropriate help as needed.

The role requires a minimum of one year in a call centre and the ability to work remotely during training. Hours are 35 per week with a shift pattern across 4 days out of 7, a training period of 3 weeks, and a salary of £23,314.20 per year plus potential PRP.

Qualifications

• Minimum one year of experience in a call centre environment handling customer interactions.
• Be empathetic and able to communicate with distressed callers.
• Willingness to complete DBS checks and references prior to start.

Responsibilities

• Answer varying calls with a calm, reassuring manner and provide support.
• Arrange help for vulnerable clients and contact emergency services when required.
• Contribute to a positive customer experience while meeting personal targets.

Skills

Empathy

Active listening

Communication

Education

General education

Job description

Your Hello Could Change Everything

Imagine answering a call that turns worry into relief - or even saves a life. That’s the power of hello at Careline365.

EMERGENCY CALL HANDLER - FULL TIME

As an Emergency Call Handler, you’ll be the calm voice and reassuring presence for vulnerable clients when they need help the most. Every call matters, and every response makes a difference.

If you’re empathetic, attentive, and ready to make an impact, this is your chance to truly help your community.

Hours: 35 hours per week

Shift pattern: You will be working 4 days out of 7 on average between Monday and Sunday. Your shift hours will be scheduled between 06:00 and 23:00. You will always be guaranteed 1 weekend in 4 off, and you will have your rota 4 weeks in advance.

Salary: £23,314.20pa - £12.81 per hour and the opportunity to earn PRP

Location: Hybrid - Norwich

Training: You need to be able to commit to 3 weeks of Full-Time Training, Monday - Friday 09:30 - 17:00 with remote training.

Start Date: 5th October 2026 - Please note that this role is subject to pre‑employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to your start date, which may result in the start date being adjusted if required.

Internet Speed Requirements: For this role, you need 5mpbs upload and 15mpbs download internet speed.

Appello Perks

• 217 hours of annual leave. This includes bank holidays for which you may be scheduled to work.
• We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
• 24/7 employee assistance programme with an easily accessible app!
• Family and friends’ discounts on our services & products
• Pension Scheme, up to 3% employers contribution
• Cycle to work scheme
• Smart Tech scheme
• Free on-site parking

About You

You must possess a genuine desire to help the community, be empathetic and have the ability to sympathetically communicate with a distressed caller.

You have had a minimum of a year's experience in a call centre environment dealing with customers and have worked remote.

A good general standard of education is required, but we believe that with the right core values and training, you could thrive in this role.

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.

The Role

The heart of the Emergency Call Handler role is to arrange help for our vulnerable clients when they need us the most.

Your hello can save the day or save a life. That’s the power of hello. At Careline365, every call you answer makes a difference.

With a cool head an empathetic manner you will be answering varying calls, anything from providing reassurance, actioning accidental calls or test calls, to contacting emergency services.

Our Recruitment Process

We're excited you're interested in joining us! To help us find the best fit for both the role and our team, we've designed a recruitment process that’s engaging, fair, and gives you plenty of opportunities to showcase your skills, experience, and personality along the way.

Here's what you can expect:

• CV Screening – We'll start by reviewing your experience, skills, and qualifications to see how they align with the role requirements.
• TestGorilla Assessment (Approx. 20 minutes) – Complete a short online assessment designed to evaluate the key skills and capabilities needed for the role. It's a great opportunity to show us what you can do!
• Informal Chat – A relaxed conversation where we can get to know each other better. We'll discuss your background, career aspirations, and answer any questions you have about the role and life at our company.
• Thomas Assessment (Approx. 1 hour) – This behavioural assessment helps us understand your natural working style, communication preferences, and strengths. There are no right or wrong answers—we simply want to learn more about what makes you, you!
• Role Play Interview (Approx. 30 minutes) – Our final stage is an interactive role-play and interview session. This gives you the chance to demonstrate how you'd approach real-life scenarios relevant to the role, while also meeting more of the team.

Additional Information

This is an exciting time at Careline365 – we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.

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.