Emergency Call Handler

EMERGENCY CALL HANDLER - FULL TIME

Your call can turn worry into relief and may even save a life. As an Emergency Call Handler you will 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.

The heart of the role is to arrange help for our vulnerable clients when they need us the most. You will answer varying calls, provide reassurance, action accidental or test calls, and contact emergency services as required.

You must have a genuine desire to help the community, be empathetic, and communicate effectively with distressed callers. You should have a minimum of one year’s experience in a call centre environment dealing with customers and working remotely. A good general standard of education is required.

The role requires resilience and a drive to meet personal targets whilst delivering excellent customer service.

• 35 hours per week, 4 days out of 7 on average, scheduled between 06:00 and 23:00.
• Guaranteed 1 weekend off in 4, rota 4 weeks in advance.
• Salary £23,314.20 per annum (£12.81 per hour) with an opportunity to earn PRP.
• Hybrid – Norwich.
• Training: 3 weeks of full‑time training, Monday‑Friday 09:30‑17:00 with remote training.
• Internet speed requirement: 5 Mbps upload and 15 Mbps download.
• Start date:
  
  3rd August 2026, subject to pre‑employment screening.

• 217 hours of annual leave, including bank holidays when scheduled to work.
• Discounts on groceries, shopping, holidays, insurance, days out, restaurants and more.
• 24/7 employee assistance programme.
• 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.

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.