At a Glance
- Tasks: Answer emergency calls and provide support to vulnerable clients in need.
- Company: Join Careline365, where your hello can change everything.
- Benefits: Enjoy 217 hours of annual leave, discounts, and a pension scheme.
- Other info: Flexible hybrid working with excellent career growth opportunities.
- Why this job: Make a real impact in your community while developing valuable skills.
- Qualifications: Experience in a call centre and a genuine desire to help others.
The predicted salary is between 12.81 - 12.81 £ per hour.
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: 35 hours per week
- Shift pattern: You will be working 4 days out of 7 on average between Monday and Sunday. Your shift hours will be scheduled between 06:00 and 23:00. You will always be guaranteed 1 weekend in 4 off, and you will have your rota 4 weeks in advance.
- Salary: £23,314.20pa - £12.81 per hour and the opportunity to earn PRP
- Location: Hybrid - Norwich
- Training: You need to be able to commit to 3 weeks of Full-Time Training, Monday - Friday 09:30 - 17:00 with remote training.
Start Date: 5th October 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.
For this role, you need 5mpbs upload and 15mpbs download internet speed.
Appello Perks:
- 217 hours of annual leave. This includes bank holidays for which you may be scheduled to work.
- 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.
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. 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 be answering varying calls, anything from providing reassurance, actioning accidental calls or test calls, to contacting emergency services.
OUR RECRUITMENT PROCESS:
We're excited you're interested in joining us! To help us find the best fit for both the role and our team, we've designed a recruitment process that's engaging, fair, and gives you plenty of opportunities to showcase your skills, experience, and personality along the way.
Here's what you can expect:
- CV Screening: We'll start by reviewing your experience, skills, and qualifications to see how they align with the role requirements.
- TestGorilla Assessment (Approx. 20 minutes): Complete a short online assessment designed to evaluate the key skills and capabilities needed for the role. It's a great opportunity to show us what you can do!
- Informal Chat: A relaxed conversation where we can get to know each other better. We'll discuss your background, career aspirations, and answer any questions you have about the role and life at our company.
- Thomas Assessment (Approx. 1 hour): This behavioural assessment helps us understand your natural working style, communication preferences, and strengths. There are no right or wrong answers—we simply want to learn more about what makes you, you!
- Role Play Interview (Approx. 30 minutes): Our final stage is an interactive role-play and interview session. This gives you the chance to demonstrate how you'd approach real-life scenarios relevant to the role, while also meeting more of the team.
READY TO APPLY:
If you are interested in this role please follow 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 - 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.
Emergency Call Handler - Full Time in Norwich employer: Appello & Careline365
At Careline365, we pride ourselves on being an exceptional employer, offering a supportive and empathetic work culture that values every team member's contribution. As an Emergency Call Handler in Norwich, you'll enjoy flexible hybrid working, generous annual leave, and a range of employee perks including discounts and a robust pension scheme, all while making a meaningful impact in your community. With a commitment to personal growth and development, this is a unique opportunity to thrive in a rewarding role where your efforts truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Emergency Call Handler - Full Time in Norwich
✨Get Some Hands-On Experience
If you're looking to land that full-time gig in emergency medical services, don't underestimate the power of hands-on experience! Volunteering with local ambulance services or first aid organisations can give you a great insight into the field and show potential employers you’re dedicated.
✨Connect with EMS Communities
Join local EMS associations or online groups where professionals chat about job opportunities and trends. These communities are goldmines for networking, and you might just overhear about openings at places like Appello & Careline365 that aren't even advertised yet!
✨Showcase Your Skills Through Certifications
Make sure you’re up to date with your certifications—CPR, first aid, and any relevant EMS training. Having these on your CV or mentioned in interviews can really set you apart from the crowd when applying for that full-time role.
✨Leverage Local Job Fairs
Don’t forget about job fairs, especially those focused on healthcare and emergency services. These events are perfect for meeting representatives from companies like Appello & Careline365 face-to-face and making a lasting impression. Plus, they often have a ton of insider info about the hiring process!
We think you need these skills to ace Emergency Call Handler - Full Time in Norwich
Some tips for your application 🫡
Highlight Relevant Certifications:In the emergency medical services world, certifications like EMT or Paramedic are crucial. Make sure to prominently display any relevant qualifications on your CV to show you’re qualified and ready to jump in.
Showcase Your Experience in High-Pressure Situations:This isn’t just about ticking boxes; we want to see how you’ve handled emergencies. Share specific examples from your past roles, focusing on your ability to stay calm and effective under pressure—this will really make your CV stand out!
Craft a Personal Cover Letter:Use your cover letter to express your passion for EMS. Share a brief story about why you got into this field and what drives you. This personal touch helps us connect with you beyond just your qualifications.
Emphasise Teamwork and Communication Skills:Being part of an EMS team means communication is key. Highlight your experiences working in teams, especially in stressful environments, and how you effectively communicate with both your team and patients. This will show us you can thrive in our fast-paced world.
How to prepare for a job interview at Appello & Careline365
✨Brush Up on Your Medical Knowledge
As we're stepping into the emergency medical services world, it's crucial to have a solid grasp on medical protocols and procedures. Expect to face scenario-based questions where you'll need to demonstrate your decision-making skills in high-pressure situations, so reviewing your medical textbooks or guidelines might just give you the edge!
✨Showcase Your Communication Skills
In EMS, teamwork and communication can literally save lives. Be prepared to discuss how you've effectively communicated in past settings or during training exercises. They might throw in questions about managing stressful interactions with patients or colleagues, so highlighting your soft skills could really set you apart.
✨Familiarise Yourself With Local Protocols
Since you'll be serving the community, knowing the specific EMS protocols and guidelines of Appello & Careline365 is key. Research their operations and any recent changes they might have implemented. Demonstrating that you're well-informed about local practices shows your commitment and readiness to hit the ground running.
✨Prepare for Practical Assessments
Don't be surprised if your full-time interview includes a hands-on assessment. Practising skills like CPR, patient assessment, and using EMS technology will show you're ready for the rigours of the job. So gather your training materials and maybe even practice with a mate to simulate the scenario-based tests you might encounter.
