Emergency Call Handler

Job Details

• Hours:
  
  35 hours per week.
• Shift pattern: 4 days out of 7, Monday to Sunday, 06:00–23:00. Guaranteed one weekend off every four weeks, rota released four weeks in advance.
• Salary: £23,314.20 per annum (£12.81 per hour) plus opportunity to earn PRP.
• Location:
  
  Hybrid – Norwich.
• Training:
  Full‑time, 3 weeks, Monday‑Friday 09:30‑17:00 with remote sessions.
• Start date:
  
  3rd August 2026 (subject to pre‑employment screening, DBS checks and two years of reference).
• Internet speed requirement: 5 Mbps upload, 15 Mbps download.

• 217 hours of annual leave, including public holiday shifts.
• Discounts on groceries, shopping, holidays, insurance, restaurants, and more.
• 24/7 employee assistance programme with an app.
• Discounts for family and friends on services & products.
• Pension scheme, up to 3 % employer contribution.
• Cycle to work scheme.
• Smart tech scheme.
• Free on‑site parking.

Answer emergency calls from vulnerable clients, providing reassurance, accident and test call resolution, and coordinating with emergency services. Maintain a calm, empathetic presence and meet personal performance targets while delivering excellent customer service.

• Minimum one year of experience in a call centre environment dealing with customers, with remote work experience.
• Strong empathy, communication skills, and ability to handle distressed callers.
• Good general education standard.
• Resilience and drive to meet targets.

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 at 01425 626337.