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’s looking for a job who can fit your uni hours and give you the chance of making a difference in someone else’s life?
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. If you’re empathetic, attentive, and ready to make an impact, this is your chance to truly help your community.
Hours
Option 1: 18 hours per weekOption 2: 24 hours per week
Shift pattern
Option 1: You will be working a 6-hour shift 3 days per week, between Monday and Sunday. Your 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.Option 2: You will be working a 6-hour shift 4 days per week, between Monday and Sunday. Your 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
Option 1: £11,990.16 per annum (£12.81 per hour)Option 2: £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
29th 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.
Appello Perks
- Option 1: 112 hours holiday entitlement per annum. Option 2: 149 hours holiday entitlement per annum. This includes bank holidays that you will work (if rotated).
- Discounts on groceries, shopping, holidays, insurance, 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.
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 have had 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. But 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. With a cool head an empathetic manner you will be answering varying calls, anything from providing reassurance, actioning accidental calls or test calls, to contacting emergency services.
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.
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