At a Glance
- Tasks: Be the calm voice for those in need, providing reassurance and arranging help.
- Company: Join Careline365, where your hello can change everything.
- Benefits: Enjoy 217 hours of holiday, discounts, and a supportive employee assistance programme.
- Other info: Flexible hybrid work, guaranteed weekends off, and excellent career growth opportunities.
- Why this job: Make a real impact 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 13.31 - 13.31 £ per hour.
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: you will work 4 days between Monday and Sunday. Hours are from 22:00 to 06:00. You are guaranteed 1 weekend off every 4 weeks and your rota 4 weeks in advance.
Salary: £24,224.20 per annum (£13.31 per hour).
Location: Hybrid – Norwich.
Start Date: 3rd August 2026 – subject to pre‑employment screening, including basic DBS checks and two years of referencing.
Full‑time Training: 3 weeks, Monday‑Friday 09:30‑17:00.
Internet requirement: at least 5 Mbps upload and 15 Mbps download.
Perks:
- 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.
- Partnered pension scheme, up to 3% employer contribution.
- Smart tech scheme.
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, though it can also be tough – you’ll need to be resilient and have the drive to meet personal targets while delivering excellent customer service.
The Role:
- Arrange help for vulnerable clients when they need us the most.
- Answer varying calls, providing reassurance, actioning accidental or test calls, and contacting emergency services.
- Maintain a cool head and empathetic manner to handle distress calls.
- Meet personal targets and deliver excellent customer service.
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 - Nights 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 holiday, a partnered pension scheme, and a 24/7 employee assistance programme, we ensure our team feels valued and supported. Located in Norwich, our hybrid working model provides flexibility while fostering a strong sense of community and collaboration among colleagues.
StudySmarter Expert Advice🤫
We think this is how you could land Emergency Call Handler - Nights in Norwich
✨Get Some Hands-On Experience
If you're looking to land that full-time gig in emergency medical services, don't underestimate the power of hands-on experience! Volunteering with local ambulance services or first aid organisations can give you a great insight into the field and show potential employers you’re dedicated.
✨Connect with EMS Communities
Join local EMS associations or online groups where professionals chat about job opportunities and trends. These communities are goldmines for networking, and you might just overhear about openings at places like Appello that aren't even advertised yet!
✨Showcase Your Skills Through Certifications
Make sure you’re up to date with your certifications—CPR, first aid, and any relevant EMS training. Having these on your CV or mentioned in interviews can really set you apart from the crowd when applying for that full-time role.
✨Leverage Local Job Fairs
Don’t forget about job fairs, especially those focused on healthcare and emergency services. These events are perfect for meeting representatives from companies like Appello face-to-face and making a lasting impression. Plus, they often have a ton of insider info about the hiring process!
We think you need these skills to ace Emergency Call Handler - Nights in Norwich
Some tips for your application 🫡
Highlight Relevant Certifications:In the emergency medical services world, certifications like EMT or Paramedic are crucial. Make sure to prominently display any relevant qualifications on your CV to show you’re qualified and ready to jump in.
Showcase Your Experience in High-Pressure Situations:This isn’t just about ticking boxes; we want to see how you’ve handled emergencies. Share specific examples from your past roles, focusing on your ability to stay calm and effective under pressure—this will really make your CV stand out!
Craft a Personal Cover Letter:Use your cover letter to express your passion for EMS. Share a brief story about why you got into this field and what drives you. This personal touch helps us connect with you beyond just your qualifications.
Emphasise Teamwork and Communication Skills:Being part of an EMS team means communication is key. Highlight your experiences working in teams, especially in stressful environments, and how you effectively communicate with both your team and patients. This will show us you can thrive in our fast-paced world.
How to prepare for a job interview at Appello
✨Brush Up on Your Medical Knowledge
As we're stepping into the emergency medical services world, it's crucial to have a solid grasp on medical protocols and procedures. Expect to face scenario-based questions where you'll need to demonstrate your decision-making skills in high-pressure situations, so reviewing your medical textbooks or guidelines might just give you the edge!
✨Showcase Your Communication Skills
In EMS, teamwork and communication can literally save lives. Be prepared to discuss how you've effectively communicated in past settings or during training exercises. They might throw in questions about managing stressful interactions with patients or colleagues, so highlighting your soft skills could really set you apart.
✨Familiarise Yourself With Local Protocols
Since you'll be serving the community, knowing the specific EMS protocols and guidelines of Appello is key. Research their operations and any recent changes they might have implemented. Demonstrating that you're well-informed about local practices shows your commitment and readiness to hit the ground running.
✨Prepare for Practical Assessments
Don't be surprised if your full-time interview includes a hands-on assessment. Practising skills like CPR, patient assessment, and using EMS technology will show you're ready for the rigours of the job. So gather your training materials and maybe even practice with a mate to simulate the scenario-based tests you might encounter.
