Emergency Call Handler — Remote & Hybrid Impact Role

Appello & Careline365; Norwich; Hybrid; GBP 11,000 - 13,000; Part time

Benefits offered by this job

Holiday entitlement

Discounts on groceries & more

24/7 employee assistance

Family discounts

Pension scheme

Cycle to work

Smart Tech scheme

Free on-site parking

Job summary

Appello & Careline365 is seeking an Emergency Call Handler in a part-time role based in Norwich. You will be the calm voice for vulnerable customers, answering emergency alarm calls, assessing situations quickly and ensuring help is provided.

You will join a 24/7 monitoring team at our Norwich Alarm Receiving Centre and complete full training. The role requires 18 hours per week across 6-hour shifts, with a mix of in-office and remote training.

Qualifications

• Experience dealing directly with customers or the public.
• Excellent communication, both verbally and in writing.
• Remain calm under pressure with empathy.
• Strong attention to detail and comfortable using multiple computer systems.
• Organised, reliable and able to follow established processes and procedures.
• Work well as part of a team while also taking initiative.
• Flexible to work shifts, including evenings, weekends and bank holidays in a 24/7 operation.
• Positive, can-do attitude with a passion for customer service.

Responsibilities

• Answer incoming emergency alarm calls, assess situations quickly and calmly, and take appropriate action.
• liaise with emergency services, responders, family members and colleagues as required.
• Provide a 24/7 monitoring service from the Norwich Alarm Receiving Centre.
• Complete training and follow established procedures.

Skills

Customer service

Communication skills

Empathy

Attention to detail

Organised

Teamwork

Flexibility

Positive attitude

Job description

Appello & Careline365 is seeking an Emergency Call Handler in a part-time role based in Norwich. You will be the calm voice for vulnerable customers, answering emergency alarm calls, assessing situations quickly and ensuring help is provided.

You will join a 24/7 monitoring team at our Norwich Alarm Receiving Centre and complete full training. The role requires 18 hours per week across 6-hour shifts, with a mix of in-office and remote training.