Emergency Call Handler - Nights

EMERGENCY CALL HANDLER – Nights

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.

Hours
: 35 hours per week

Shift pattern
: you will work 4 days between Monday and Sunday. Hours are from 22:00 to 06:00. You are guaranteed 1 weekend off every 4 weeks and your rota 4 weeks in advance.

Salary
: £24,224.20 per annum (£13.31 per hour)

Location
:
Hybrid – Norwich

Start Date
: 3rd August 2026 – subject to pre‑employment screening, including basic DBS checks and two years of referencing.

Full‑time Training
: 3 weeks, Monday‑Friday 09:30‑17:00

Internet requirement
: at least 5 Mbps upload and 15 Mbps download.

• 217 hours holiday rising to 231 with length of service; includes bank holidays that you will work if rotated.
• 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.
• Partnered pension scheme, up to 3% employer contribution.
• Smart tech scheme.

You must possess a genuine desire to help the community, be empathetic and have the ability to sympathetically communicate with a distressed caller. You have had a minimum of a 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, though it can also be tough – you’ll need to be resilient and have the drive to meet personal targets while delivering excellent customer service.

• Arrange help for vulnerable clients when they need us the most.
• Answer varying calls, providing reassurance, actioning accidental or test calls, and contacting emergency services.
• Maintain a cool head and empathetic manner to handle distress calls.
• Meet personal targets and deliver excellent customer service.

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 .