Emergency Call Handler - Full Time

Appello UK; Norwich; Hybrid; GBP 23,000; Full time

Job summary

A leading company in emergency call handling is seeking an Emergency Call Handler in Norwich. The role involves providing reassurance and assistance to vulnerable clients during emergencies. Candidates should possess empathy and a customer service background. This full-time position offers a competitive salary and various employee perks.

Benefits

Holiday entitlement starting at 217 hours

Discounts on groceries, shopping, holidays

24/7 employee assistance programme

Family and friends’ discounts

Pension scheme with employer contribution

Cycle to work scheme

Smart Tech scheme

Free on-site parking

Qualifications

• Experience in a customer-facing role preferred.
• Genuine desire to help the community.
• Ability to handle calls with composure.

Responsibilities

• Arrange help for vulnerable clients during emergencies.
• Answer calls with empathy and composure.
• Contact emergency services when needed.

Skills

Empathy

Customer service

Attention to detail

Education

Good standard of education

Job description

EMERGENCY CALL HANDLER - FULL TIME

Hours:

35 hours per week

Shift pattern:

You will be working 5 days out of 7, scheduled between Monday and Sunday, with shift hours from 05:30 to 23:00. You are guaranteed 1 weekend off in 4, with your rota provided 4 weeks in advance.

Salary:

£22,404.20 per annum (£12.31 per hour) with opportunities to earn PRP.

Location:

Hybrid - Norwich

Start Date:

2nd June 2025 or 30th June 2025

Training:

Must commit to 4 weeks of full-time training, Monday to Friday, 09:30 - 17:00.

Internet Requirements:

5 Mbps upload and 15 Mbps download speed.

Appello Perks:

• Holiday entitlement starting at 217 hours, increasing to 231 with length of service, including bank holidays.
• Discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more.
• 24/7 employee assistance programme accessible via app.
• Family and friends’ discounts on services and products.
• Pension scheme with up to 3% employer contribution.
• Cycle to work scheme.
• Smart Tech scheme.
• Free on-site parking.

About You:

You should have a genuine desire to help the community, be empathetic, and attentive to customer needs. Experience in a customer-facing role and a good standard of education are preferred, but we value core values and training potential.

The Role:

To arrange help for vulnerable clients during emergencies. Your role involves answering calls with empathy and composure, providing reassurance, handling accidental or test calls, and contacting emergency services when needed.

Application:

If interested, please upload your CV and answer a few questions about yourself.

Other Information:

Join Careline365, part of the Appello group, during an exciting expansion phase. We promote equal opportunities and welcome applicants regardless of background. For assistance in the recruitment process, contact the careers team at 01425 626337.