Emergency Call Handler - Full Time

Appello Careline Limited.; Norwich; Hybrid; GBP 21,000 - 26,000; Full time

Benefits offered by this job

217 hours annual leave

Discounts on groceries and holidays

24/7 employee assistance program

Family and friends’ discounts

Pension scheme, 3% employer

Cycle to work scheme

Smart Tech scheme

Free on-site parking

Job summary

Careline365 is seeking an Emergency Call Handler in Norwich, offering 35 hours weekly in a hybrid pattern. The role emphasizes empathy and clear communication with vulnerable clients, with full training and DBS checks required before start.

You will work a 4-on/4-off weekend cycle, with shifts between 06:00 and 23:00, and a starting date in October 2026. Salary starts at £23,314.20 per year, plus potential PRP and a robust benefits package.

Qualifications

• Empathy and ability to communicate with distressed callers.
• Experience in a call centre environment.
• Ability to work remotely.

Responsibilities

• Answer varying calls and provide reassurance to vulnerable clients.
• Action to contact emergency services when needed.
• Arrange help for clients during emergencies.

Job description

EMERGENCY CALL HANDLER - FULL TIME

Your Hello Could Change Everything

Imagine answering a call that turns worry into relief and 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.

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.

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 remotely.

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.

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.