Emergency Call Handler - Full Time

Appello Careline Limited.; Norwich; Hybrid; GBP 23,000 - 25,000; Full time

Benefits offered by this job

Annual leave

Discounts on goods

Employee assistance programme

Family discounts

Pension scheme

Cycle to work

Smart Tech scheme

Free parking

Job summary

Appello Careline Limited is seeking an Emergency Call Handler to provide calm, compassionate support to vulnerable customers. You will answer emergency alarm calls, assess situations quickly and coordinate with emergency services to ensure safety.

The role is based in Norwich with hybrid working and requires commitment to a 3-week training and 35 hours per week. Successful candidates will have strong communication, empathy, and the ability to work under pressure, with full training provided and

Qualifications

• Experience dealing directly with customers or the public.
• Excellent communication skills, both written and verbal.
• Remain calm under pressure when handling sensitive situations.
• Strong attention to detail and comfortable using multiple computer systems.
• Organised, reliable and able to follow processes.

Responsibilities

• Answer incoming emergency alarm calls and assess situations quickly and calmly.
• Liaise with emergency services, family members and colleagues as required.
• Provide 24/7 monitoring and support to help customers stay safe at home.

Skills

Empathy

Excellent communication

Calm under pressure

Attention to detail

Team player

Tools

CRM systems

Job description

EMERGENCY CALL HANDLER - FULL TIME

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.

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.

Please click on the icon to listen to the types of calls that you may be dealing with here!

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: 2nd November 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.

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

We're looking for someone who is calm, compassionate and able to remain professional when dealing with customers who may be distressed or vulnerable. You'll enjoy helping others, have excellent communication skills and be confident making decisions in a fast-paced environment.

To be successful in this role, you'll:

• Have experience dealing directly with customers or members of the public.
• Be an excellent communicator, both verbally and in writing.
• Remain calm under pressure and able to handle sensitive situations with empathy.
• Have strong attention to detail and be comfortable using multiple computer systems.
• Be organised, reliable and able to follow established processes and procedures.
• Work well as part of a team while also being able to use your own initiative.
• Be flexible to work shifts, including evenings, weekends and bank holidays as part of a 24/7 operation.
• Have a positive, can-do attitude and a genuine passion for providing outstanding customer service.

Previous experience in a call centre, contact centre, emergency response, healthcare, customer service or telecare environment would be beneficial, but is not essential as full training will be provided.

THE ROLE

As an Emergency Call Handler, you will be the first point of contact for elderly and vulnerable customers who rely on our service for safety, reassurance and support. You will answer incoming emergency alarm calls, assess situations quickly and calmly, and take the appropriate action to ensure our customers receive the help they need. Based in our Norwich Alarm Receiving Centre, you will play a vital role in providing a 24/7 monitoring service that helps people maintain their independence and live safely in their own homes.

Working in a fast-paced environment, you'll use excellent communication skills, empathy and problem-solving abilities to support customers during a wide range of situations. You'll liaise with emergency services, responders, family members and colleagues when required, ensuring all calls are handled professionally, accurately and in line with established procedures.

This is a rewarding opportunity for someone who enjoys helping others, remains calm under pressure and is passionate about delivering outstanding customer service. Full training will be provided, with the opportunity to develop your skills within a supportive and dedicated team.

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!

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.

OTHER 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.