Emergency Call Handler

Emergency Call Handler - Days - Full Time

Apello UK

Training: 3 weeks Full‑time Training, Monday‑Friday 09:30–17:00. Week 1 in office, remainder remote.

Hours: 35 hours per week.

Shift pattern: 4 days out of 7, average between Monday and Sunday. Shift hours between 06:00–22:00. Guaranteed 1 weekend off every 4, rota 4 weeks in advance.

Salary: £22,404.20 per annum (£12.31 per hour) with PRP opportunity.

Location: Hybrid – Norwich.

Start date: 2nd February 2026.

Internet requirement: 5 Mbps upload, 15 Mbps download.

• 217 hours holiday rising to 231 with length of service, includes bank holidays that you will work.
• Discounts on groceries, shopping, holidays, insurance, days out, restaurants and more.
• 24/7 employee assistance programme with app.
• Family and friends’ discounts on services & products.
• Pension scheme, up to 3 % employer contribution.
• Cycle to work scheme.
• Smart tech scheme.
• Free on‑site parking.

You must possess a genuine desire to help the community, be empathetic and communicate sympathetically with distressed callers. Minimum one year experience in a call‑centre environment dealing with customers, preferably remote. A general standard of education is required. Resilience, drive to meet targets, and excellent customer service essential.

The heart of the Emergency Call Handler role is arranging help for vulnerable clients when they need us most. You will answer varying calls – from reassurance, accidental or test calls, to contacting emergency services. Your response can save the day or a life.

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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 due to disability, please contact the careers team on

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