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.
⏰ Hours: 18 hours per week
📅 Shift pattern: You will be working a 6‑hour shift 3 days per week, between Monday and Sunday. Your working hours will be scheduled between 06:00 and 22:00. Your rota will be provided 4 weeks in advance.
💸 Salary: £11,990.16 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: 5th May 2026 – 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 5 Mbps upload and 15 Mbps download internet speed.
PERKS
- 112 hours holiday rising to 119 with length of service. This includes bank holidays that you will work (if rotated).
- We offer you 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.
With a cool head and an empathetic manner you will answer varying calls, anything from providing reassurance, actioning accidental or test calls, to contacting emergency services.
At Careline365, every call you answer makes a difference.
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 due to disability, please contact the careers team on 01425 626337.
