Emergency Call Handler – Nights
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
Working 4 days between Monday and Sunday. Hours are from 22:00 to 06:00. Guaranteed 1 weekend in 4 off. Rota 4 weeks in advance.
Salary
£24,224.20 per annum (£13.31 per hour)
Location
Hybrid - Norwich
Start Date
3rd August 2026. This role is subject to pre‑employment screening, including basic DBS checks and two years of referencing. Screening must be completed prior to your start date and may adjust the date if required.
Training
Commit to 3 weeks of Full Time Training, Monday - Friday 09:30 - 17:00.
Internet Requirements
5 Mbps upload and 15 Mbps download.
Benefits
- 217 hours holiday rising to 231 with length of service, includes bank holidays that you will work if rotated.
- 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 our services & products.
- Pension scheme, up to 3% employer contribution.
- Smart Tech scheme.
About You
- Genuine desire to help the community, empathetic, and able to sympathetically communicate with distressed callers.
- Minimum of a year’s experience in a call centre environment dealing with customers, remote work experience.
- A good general standard of education, with the right core values and training, you could thrive in this role.
- Resilient and capable of meeting personal targets while delivering excellent customer service.
The Role
The heart of the Emergency Call Handler role is to arrange help for vulnerable clients when they need us the most.
With a cool head and an empathetic manner you will be answering varying calls—providing reassurance, actioning accidental or 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.
