Emergency Call Handler - Part-Time

Imagine answering a call that turns worry into relief - or even saves a life. That's the power of hello  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. If you re empathetic, attentive, and ready to make an impact, this is your chance to truly help your community.

Hours:

24 hours per week.

Shift pattern:
You will be working a 6-hour shift 4 days per week, between Monday and Sunday. Your working hours will be scheduled between 06:00 and 22:00. Your rota will be provided 4 weeks in advance.

Salary: £15,986.88 per annum (£12.81 per hour).

Location:

Hybrid
- Norwich (1 day working from home).

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

Start Date:

2nd November 2026. Please note that 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 speed:
You need 5 Mbps upload and 15 Mbps download internet speed.

• 149 hours holiday rising with length of service. This includes bank holidays that you will work (if rotated).
• We offer you discounts on everything from groceries and shopping through to 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% employers contribution
• Cycle to work scheme
• Smart Tech scheme
• Free on-site parking

We're looking for someone who is calm, compassionate and able to remain professional when dealing with customers who may be distressed or vulnerable. You will enjoy helping others, have excellent communication skills and be confident making decisions in a fast-paced environment.

• Have experience dealing directly with customers or members of the public.
• Be an excellent communicator, both verbally and in writing.
• Remain calm under pressure and able to handle sensitive situations with empathy.
• Have strong attention to detail and be comfortable using multiple computer systems.
• Be organised, reliable and able to follow established processes and procedures.
• Work well as part of a team while also being able to use your own initiative.
• Be flexible to work shifts, including evenings, weekends and bank holidays as part of a 24/7 operation.
• Have a positive, can-do attitude and a genuine passion for providing outstanding customer service.

Previous experience in a call centre, contact centre, emergency response, healthcare, customer service or telecare environment would be beneficial, but is not essential as full training will be provided.

As an Emergency Call Handler
, you will be the first point of contact for elderly and vulnerable customers who rely on our service for safety, reassurance and support. You will answer incoming emergency alarm calls, assess situations quickly and calmly, and take the appropriate action to ensure our customers receive the help they need. Based in our Norwich Alarm Receiving Centre, you will play a vital role in providing a 24/7 monitoring service that helps people maintain their independence and live safely in their own homes.

Working in a fast-paced environment, you'll use excellent communication skills, empathy and problem-solving abilities to support customers during a wide range of situations. You'll liaise with emergency services, responders, family members and colleagues when…