Jobs in Stoke On Trent, Grande-Bretagne

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.

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.

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.

• 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

MUST HAVE CALL CENTRE EXPERIENCE.

• Local authorities
• Emergency services
• Control centres

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)

If you are interested in this role, please email your CV to melissa.knowles@reed.com or click to apply.