Emergency helpline clerk

Reed; Remote; GBP 21,000; Full time

Job summary

A recruitment firm is seeking Emergency Helpline Operators, a remote role focused on providing reassurance and support to vulnerable callers. The ideal candidates must possess call center experience and strong communication skills, with the ability to remain calm under pressure. The position offers 32 hours per week with various shift patterns and benefits including 198 hours of holiday and a pension scheme. Interested candidates can apply by emailing their CV.

Benefits

198 hours holiday including bank holidays

Discounts on shopping, holidays, insurance, and more

24/7 employee assistance programme

Pension scheme (up to 4% company matched)

Qualifications

• MUST HAVE CALL CENTRE EXPERIENCE.
• Internet speed of at least 5mbps upload and 15mbps download.

Responsibilities

• Answer emergency calls from vulnerable individuals and council services.
• Provide reassurance, support, and practical help over the phone.
• Handle 200-300 calls a day professionally.

Skills

Strong communication skills

Ability to stay calm under pressure

Genuine desire to help others

Good attention to detail

Confidence using Microsoft Office

Job description

We are currently recruiting for a number of call handlers starting immediately.

Emergency Helpline Operator

Location : Remote (UK-based only)

Salary : £20,483.84 per annum (£12.31 per hour)

Hours : 32 hours per week

Start Date : 12th January 2026

Training : Full-time, 5 weeks (we can not accept candidates who have pre booked holidays in January)

Reed’s client is looking for caring and calm individuals to join their team as Emergency Helpline Operators. This is a remote role where you’ll be the first point of contact for people in need — offering reassurance, support, and practical help over the phone.

About the Role

You’ll be answering emergency calls from vulnerable individuals, sheltered housing residents, and council services. Your job is to listen, stay calm, and help people through difficult situations with empathy and professionalism. You will be answering between 200-300 calls a day.

Shift Pattern

You’ll work 4 days a week, 9 hours per day (including a 1-hour unpaid break). Shifts will be scheduled between:

• Earlies:
  • 06:00–15:00
  • 07:00–16:00
  • 08:00–17:00
  • 09:00–18:00
  • 10:00–19:00
  • 11:00–20:00
• Lates:
  • 12:00–21:00
  • 13:00–22:00
  • 14:00–23:00
  • 15:00–00:00

Your rota will be provided 6 weeks in advance, and you’ll have every other weekend off.

What You’ll Need

• A genuine desire to help others
• Strong communication skills
• Ability to stay calm under pressure
• Good attention to detail
• Confidence using Microsoft Office (Word, Excel, Outlook)
• Internet speed of at least 5mbps upload and 15mbps download

Experience

MUST HAVE CALL CENTRE EXPERIENCE.

Desirable if you’ve worked in

• Local authorities
• Emergency services
• Control centres

Benefits

198 hours holiday (including bank holidays if scheduled to work)

Discounts on shopping, holidays, insurance, and more

24 / 7 employee assistance programme

Pension scheme (up to 4% company matched)

Family and friends discounts on services

If you are interested in this role, please email your CV to [e-mail] or click to apply.