Emergency Call Handler

Emergency Call Handler – Full Time

Careline
365 is seeking an empathetic, attentive individual to serve 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 your response can save lives.

• Hours: 35 hours per week
• Shift pattern: 4 days out of 7 on average between Monday and Sunday. Shift hours 06:00–23:00. Guaranteed 1 weekend off every
  4. Rota 4 weeks in advance.
• Salary: £23,314.20 pa (≈ £12.81 per hour) plus opportunity to earn PRP.
• Location: Hybrid – Norwich.
• Training: 3 weeks full‑time training, Monday–Friday 09:30–17:00, with remote training components.
• Start Date: 1 September 2026 (subject to pre‑employment screening – basic DBS checks and two years of referencing).
• Internet requirement: 5 Mbps upload and 15 Mbps download.

• 217 hours of annual leave (including bank holidays you may be scheduled to work).
• Discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more.
• 24/7 employee assistance programme with an app.
• Family and friends’ discounts on our services and products.
• Pension scheme with 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 have the ability to communicate sympathetically with distressed callers. You should have at least one year of experience in a call centre 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 must be resilient and have the drive to meet personal targets while delivering excellent customer service.

• Provide reassurance and support to callers.
• Action accidental or test calls.
• Contact emergency services when required.
• Meet personal performance targets.
• Deliver excellent customer service at all times.

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, please contact the careers team on 01425 626337.