At a Glance
- Tasks: Answer emergency calls and provide reassurance to those in need.
- Company: Join Careline365, where your hello can change lives.
- Benefits: Enjoy 217 hours of annual leave, discounts, and a pension scheme.
- Other info: Hybrid working with flexible shifts and excellent career growth opportunities.
- Why this job: Make a real difference 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 23314 - 23314 £ per year.
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.
Role Details
- 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: 29th June 2026 - Please note that this role is subject to pre‑employment screening, including basic DBS checks and two years of referencing.
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. 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 - Full Time in Norwich employer: Appello
At Careline365, we pride ourselves on being an exceptional employer, offering a supportive and empathetic work culture that empowers our Emergency Call Handlers to make a real difference in the lives of vulnerable clients. With generous benefits including 217 hours of annual leave, a comprehensive employee assistance programme, and opportunities for personal growth, we ensure our team feels valued and equipped to thrive in their roles. Located in Norwich, our hybrid working model allows for flexibility while maintaining a strong sense of community and teamwork.
StudySmarter Expert Advice🤫
We think this is how you could land Emergency Call Handler - Full Time in Norwich
✨Tip Number 1
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.
✨Tip Number 2
Research the company! Understanding Careline365's values and mission will help you connect better during interviews. Plus, it shows you're genuinely interested in making a difference in the community.
✨Tip Number 3
Be ready to share your experiences! Think about times when you've shown empathy or handled stressful situations. These stories can really highlight your suitability for the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to engage with us directly.
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 empathetic side! Share experiences where you've helped others or handled tough situations. We want to know how you can be that calm voice for our clients.
Tailor Your CV:Make sure your CV highlights relevant experience, especially in call centres or customer service roles. We love seeing how your background aligns with the Emergency Call Handler position, so don’t hold back!
Be Clear and Concise:When writing your cover letter, keep it clear and to the point. We appreciate straightforward communication, just like you'll need on the job. Make every word count and show us why you're the right fit!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets into our hands quickly. Plus, you’ll find all the details you need about the role there!
How to prepare for a job interview at Appello
✨Show Your Empathy
As an Emergency Call Handler, empathy is key. During the interview, share specific examples of how you've helped someone in a tough situation. This will demonstrate your ability to connect with distressed callers and show that you genuinely care.
✨Know the Role Inside Out
Familiarise yourself with the job description and responsibilities. Be ready to discuss how your previous experience in a call centre aligns with the role. Highlight any relevant skills, especially those related to handling emergencies or providing customer support.
✨Practice Calm Communication
Since you'll be the calm voice for clients in distress, practice speaking clearly and reassuringly. You might even want to do a mock interview with a friend where you focus on maintaining a calm demeanour while answering questions.
✨Prepare Questions
Interviews are a two-way street! Prepare thoughtful questions about the training process, shift patterns, and team dynamics. This shows your interest in the role and helps you gauge if it's the right fit for you.
