Emergency Call Handler - Nights in Norwich

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.

Hours: 35 hours per week

Shift pattern: You will be working 4 days between Monday and Sunday. The hours you’ll 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: £24,224.20 per annum (£13.31 per hour)

Location: Hybrid - Norwich

Start Date: 3rd August 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.

Training Commitment: You need to be able to commit to 3 weeks of Full Time Training, Monday - Friday 09:30 - 17:00.

Internet Speed Requirement: For this role, you need 5mpbs upload and 15mpbs download internet speed.

Appello Perks:

• 217 hours holiday rising to 231 with length of service including bank holidays that you will work if rotated.
• 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% employer contribution.
• Smart Tech scheme.

Around 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. Your hello can save the day or save a life. That's the power of hello. At Careline365, every call you answer makes a difference. With a cool head and an empathetic manner you will answer varying calls, anything from providing reassurance, actioning accidental calls or test calls, to 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.

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.