Shift pattern
You will be working between Monday and Sunday. The hours you will be working are from 22:00 to 06:00. You will always be guaranteed 1 weekend in 4 off and you will have your rota 4 weeks in advance.
Emergency Call Handler – Nights
EMERGENCY CALL HANDLER – Nights. Your Hello Could Change Everything. Your Hello at Careline365 is the power to reassure and support at the moment someone needs help. 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: 18 hours per week
Shift pattern: You will be working between Monday and Sunday. The hours you will be working are from 22:00 to 06:00. You will always be guaranteed 1 weekend in 4 off and you will have your rota 4 weeks in advance.
Salary: £12,458.16 per annum (£13.31 per hour)
Location: Hybrid – Norwich
Start Date: 5th May/1st June 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.
- You need to be able to commit to 4 weeks of Full Time Training, Monday – Friday 09:30 – 17:00
- For this role, you need 5mbps upload and 15mbps download internet speed
Appello Perks
- 116 hours holiday rising to 123 with length of service. This 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
- Pension scheme, up to 3% employers contribution
- Smart Tech scheme
About you
You must possess a genuine desire to help the community, be empathetic and have the ability to sympathetically communicate with a distressed caller. You should have 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. It can also be tough, so you’ll need to be resilient too. You’ll also need the drive to meet personal targets whilst delivering excellent customer service.
The role
The heart of the Emergency Call Handler role is to arrange help for our vulnerable clients when they need us the most. Your hello can save the day or save a life. At Careline365, every call you answer makes a difference. With a cool head and an empathetic manner you will be answering varying calls, including providing reassurance, actioning accidental calls or test calls, and contacting emergency services.
Ready to apply If you are interested in this role please upload your CV and answer a few questions about yourself. For more hints and tips check out our guide here.
Other information
This is an exciting time at Careline365, part of the Appello group. We are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand. 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 01425 626337.
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