At a Glance
- Tasks: Be the calm voice for those in need, providing vital support during emergencies.
- Company: Join a compassionate team dedicated to helping the community.
- Benefits: Enjoy 217 hours of annual leave, discounts, and a supportive work environment.
- Other info: Flexible hybrid working with guaranteed weekends off every four weeks.
- Why this job: Make a real difference in people's lives while developing your skills.
- Qualifications: Experience in call centres and a genuine desire to help others.
The predicted salary is between 23314 - 23314 £ per year.
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 work 4 days a week on average between Monday and Sunday. Shift hours are 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: £23,314.20 per annum (£12.81 per hour) with the opportunity to earn PRP.
Location: Hybrid – Norwich.
Training: You need to commit to 3 weeks of full‑time training, Monday‑Friday 09:30‑17:00, with some remote training.
Start Date: 29th June 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.
Internet Requirement: 5 Mbps upload and 15 Mbps download.
Benefits:
- 217 hours of annual leave, including bank holidays for which you may be scheduled to work
- Discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more
- 24/7 employee assistance programme with an easily accessible app
- Family and friends’ discounts on services & products
- Pension scheme, up to 3% employer 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 able to communicate sympathetically with a distressed caller. You have at least a year’s experience in a call centre environment dealing with customers, and you have worked remotely. A good general standard of education is required. You will be resilient, motivated to meet personal targets while delivering excellent customer service, and capable of arranging help for vulnerable clients, providing reassurance, actioning accidental and test calls, and contacting emergency services.
Equal Opportunities: 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.
Emergency Call Handler - Full Time in Norwich employer: Appello UK
As an Emergency Call Handler, you will join a supportive and compassionate team dedicated to making a real difference in the lives of vulnerable clients. Our hybrid working model in Norwich offers flexibility, alongside generous benefits such as 217 hours of annual leave, a robust pension scheme, and access to discounts on various services. We prioritise employee growth through comprehensive training and a commitment to equal opportunities, ensuring that every team member feels valued and empowered in their role.
StudySmarter Expert Advice🤫
We think this is how you could land Emergency Call Handler - Full Time in Norwich
✨Tip Number 1
Make sure you research the company and its values before your interview. We want to see that you genuinely care about helping the community, so be ready to share why this role matters to you.
✨Tip Number 2
Practice your communication skills! As an Emergency Call Handler, you'll need to be calm and reassuring. Try role-playing with a friend to get comfortable with handling distressed callers.
✨Tip Number 3
Be prepared to discuss your previous call centre experience. We love to hear about how you've dealt with challenging situations and provided excellent customer service in the past.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed, and we’re excited to see what you bring to the table.
We think you need these skills to ace Emergency Call Handler - Full Time in Norwich
Some tips for your application 🫡
Show Your Empathy:In your application, let us see your genuine desire to help others. Share experiences where you've supported someone in need or handled a tough situation with care. This role is all about being that calm voice for vulnerable clients!
Highlight Relevant Experience:Make sure to mention your call centre experience and any remote work you've done. We want to know how you've dealt with customers in the past, especially in high-pressure situations. It’s all about showing us you can handle those emergency calls!
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon. We appreciate a well-structured application that gets straight to the point, so we can easily see why you’d be a great fit for the role.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Appello UK
✨Show Your Empathy
As an Emergency Call Handler, empathy is key. During the interview, share examples of how you've supported distressed customers in the past. This will demonstrate your ability to connect with vulnerable clients and reassure them when they need it most.
✨Know the Role Inside Out
Familiarise yourself with the job description and responsibilities. Be prepared to discuss how your previous experience aligns with the role. Highlight your call centre experience and any specific situations where you’ve had to act quickly and effectively under pressure.
✨Practice Active Listening
During the interview, show that you can listen actively. Respond thoughtfully to questions and ask clarifying questions if needed. This reflects the skills required for handling emergency calls, where understanding the caller's needs is crucial.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills. Think about potential emergency situations and how you would handle them. Practising these scenarios can help you articulate your thought process clearly during the interview.
