Emergency Call Handler

EMERGENCY CALL HANDLER - FULL TIME

🤩Your Hello Could Change Everything 🌟

📞 Imagine answering a call that turns worry into relief — or even saves a life. That’s the power of hello at Careline
365
.

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. 🌍✨

🕰️ 35 hours per week

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

£22,404.20 pa – £12.31 per hour plus opportunity to earn PRP.

Hybrid – Norwich

You need to commit to 3 weeks of full‑time training, Monday – Friday 09:30 – 17:00 with remote training.

March 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 be adjusted if required.

5 Mbps upload and 15 Mbps download internet speed.

• 217 hours holiday rising to 231 with length of service. Includes bank holidays worked.
• Discounts on groceries, shopping, 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% 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 able to sympathically communicate with a distressed caller.

You have had a minimum of one 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. It can also be tough, so you’ll need to be resilient. You’ll need the drive to meet personal targets whilst delivering excellent customer service.

The heart of the Emergency Call Handler role is to arrange help for our vulnerable clients when they need us the most.

With a cool head and empathetic manner you will answer varying calls – anything from providing reassurance, actioning accidental or test calls, to contacting emergency services.

If you are interested in this role, please upload your CV and answer a few questions about yourself. For more hints and tips check out our guide here!

This is an exciting time at Careline
365, part of the Appello group – we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and be part of a company that is expanding.

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.