Emergency CALL Handler - Evenings and Weekend Part-Time

Are you looking for a rewarding role that fits your daytime commitments? Are you a student who can fit your university hours and make a difference in someone else's 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.

Hours
: 18 hours per week

Shift pattern
:
You will work a 6‑hour shift 3 days per week, between Monday and Sunday. Working hours will be scheduled between 16:00 and 23:00 on weekdays and between 06:00 and 23:00 on weekends. Your rota will be provided 4 weeks in advance.

Salary
: £11,990.16 per annum (£12.81 per hour)

Location
:
Hybrid – Norwich (one day working from home)

Training
: 3 weeks of full‑time paid training, Monday to Friday 09:30 – 17:00 (35 hours per week) with a mix of in‑office and remote training. You must be able to commit to these hours.

Start Date
: 1 September 2026 – 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 result in the start date being adjusted if required.

Internet Requirement
: 5 Mbps upload and 15 Mbps download speed.

• 112 hours holiday entitlement per annum, including bank holidays 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.
• Pension scheme, up to 3 % employer contribution.
• Cycle to work scheme.
• Smart Tech scheme.
• Free on‑site parking.

You will arrange help for our vulnerable clients when they need assistance – providing reassurance, actioning accidental calls or test calls, and contacting emergency services as necessary.

You must possess a genuine desire to help the community, be empathetic, and be able to communicate sympathetically with a distressed caller.

You should have at least one year of 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 role requires resilience, the drive to meet personal targets, and the ability to 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