At a Glance
- Tasks: Answer emergency calls and provide reassurance to those in need.
- Company: Careline365, a community-focused organisation making a real difference.
- Benefits: Flexible hours, competitive pay, holiday entitlement, and discounts on various services.
- Other info: Hybrid working model with comprehensive training and career growth opportunities.
- Why this job: Make a meaningful impact while fitting work around your studies.
- Qualifications: Empathy, communication skills, and call centre experience required.
The predicted salary is between 11990 - 15987 £ per year.
Are you looking for a rewarding role that fits your daytime commitments? Are you a student who's looking for a job that can fit your uni hours and give you the chance of making a difference in someone else's life?
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
- Option 1: 18 hours per week
- Option 2: 24 hours per week
Shift pattern
- Option 1: You will be working a 6-hour shift 3 days per week, between Monday and Sunday. Your working hours will be scheduled between 16:00 and 23:00 on weekdays and between 06:00 and 23:00 on weekends. Your rota will be provided 4 weeks in advance.
- Option 2: You will be working a 6-hour shift 4 days per week, between Monday and Sunday. Your working hours will be scheduled between 16:00 and 23:00 on weekdays and between 06:00 and 23:00 on weekends. Your rota will be provided 4 weeks in advance.
Salary
- Option 1: £11,990.16 per annum (£12.81 per hour)
- Option 2: £15,986.88 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
29th June 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.
Appello Perks
- Option 1: 112 hours holiday entitlement per annum.
- Option 2: 149 hours holiday entitlement per annum. This includes bank holidays that you will work (if rotated).
- Discounts on groceries, shopping, holidays, insurance, 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 be answering varying calls, anything from providing reassurance, actioning accidental calls or test calls, to contacting emergency services.
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.
EMERGENCY CALL HANDLER - Evenings and Weekend Part-Time in Norwich employer: Appello
At Careline365, we pride ourselves on being an exceptional employer that values empathy and community impact. Our flexible part-time roles are designed to fit around your studies, offering meaningful work that truly makes a difference in people's lives. With comprehensive training, generous holiday entitlement, and a supportive work culture, we empower our employees to grow while providing essential services to those in need.
StudySmarter Expert Advice🤫
We think this is how you could land EMERGENCY CALL HANDLER - Evenings and Weekend Part-Time in Norwich
✨Tip Number 1
Get to know the company! Before your interview, spend some time researching Careline365. Understand their mission and values, and think about how your own experiences align with them. This will help you show that you're genuinely interested in making a difference.
✨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 or family member to get comfortable with handling different types of calls. The more you practice, the more confident you'll feel!
✨Tip Number 3
Show your empathy! During interviews, share personal stories that highlight your ability to connect with others. Whether it's a time you helped a friend in need or volunteered in your community, these examples can demonstrate your caring nature and suitability for the role.
✨Tip Number 4
Apply through our website! We want to make it easy for you to join our team. By applying directly on our site, you’ll ensure your application gets the attention it deserves. Plus, you’ll find all the info you need about the role and our awesome perks!
We think you need these skills to ace EMERGENCY CALL HANDLER - Evenings and Weekend Part-Time in Norwich
Some tips for your application 🫡
Show Your Empathy:In your application, let us see your empathetic side! Share experiences where you've helped others or handled tough situations. This role is all about being a calm voice for those in need, so make sure we feel that warmth in your words.
Tailor Your CV:Don’t just send the same CV everywhere! Tailor it to highlight your call centre experience and any relevant skills. We want to see how your background fits with our mission of helping vulnerable clients.
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate straightforward communication, especially since you'll be doing a lot of that as an Emergency Call Handler. Make every word count!
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll find all the info you need right there. Plus, it shows us you’re serious about joining our team!
How to prepare for a job interview at Appello
✨Know the Role Inside Out
Before your interview, make sure you understand what being an Emergency Call Handler involves. Familiarise yourself with the responsibilities and the skills required, such as empathy and communication. This will help you answer questions confidently and show that you're genuinely interested in making a difference.
✨Practice Active Listening
During the interview, demonstrate your active listening skills. This role requires you to be attentive and responsive to distressed callers, so show that you can listen carefully and respond appropriately. You might even want to practice with a friend by simulating a call scenario.
✨Share Personal Experiences
Think of examples from your past experiences where you've helped someone in need or handled a difficult situation. Sharing these stories can highlight your empathy and resilience, which are crucial for this role. Make sure to relate them back to how they prepare you for the challenges of being an Emergency Call Handler.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the training process, team dynamics, or how success is measured in the role. This shows your enthusiasm and helps you gauge if the company culture aligns with your values.
