Job Title
EMERGENCY CALL HANDLER – Days Part-Time
Your Hello Could Change Everything Imagine answering a call that turns worry into relief — or even saves a life. That’s the power of hello at Careline365.
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.
Schedule & Salary
Hours per week: 18
Salary: £11,990.16 per annum (£12.81 per hour)
Shift pattern: 6-hour shift 3 days per week, between Monday and Sunday. Working hours scheduled between 06:00 and 22:00. Rota will be provided 4 weeks in advance.
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. Commitment required.
Start date: 5th May 2026. Pre‑employment screening required.
Requirements
You must possess a genuine desire to help the community, be empathetic and able to sympathetically communicate with a distressed caller.
You have a minimum of one year’s experience in a call centre environment dealing with customers and have worked remotely.
A general standard of education is required.
Resilience and ability to meet personal targets while delivering excellent customer service.
Responsibilities
The heart of the Emergency Call Handler role is to arrange help for our vulnerable clients when they need us the most.
Answer varying calls – from providing reassurance, actioning accidental calls or test calls, to contacting emergency services.
Benefits
- 112 hours holiday rising to 119 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 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.
Internet Requirement
For this role, you need 5 Mbps upload and 15 Mbps download internet speed.
Application
Ready to apply? Upload your CV and answer a few questions. For more hints and tips, check out our guide!
Equal Opportunities
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.
Contact
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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