At a Glance
- Tasks: Answer emergency calls and provide support to vulnerable clients in need.
- Company: Join Careline365, a compassionate team making a real difference.
- Benefits: Competitive pay, flexible hours, discounts, and a supportive work environment.
- Other info: Exciting career growth opportunities in a rapidly expanding company.
- Why this job: Make a meaningful 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 12458 - 12458 £ 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.
Hours: 18 hours per week
Shift pattern: You will be working between Monday and Sunday. The hours you'll be working are from 22:00 to 06:00. You will always be guaranteed 1 weekend in 4 off and you will have your rota 4 weeks in advance.
Salary: £12,458.16 per annum (£13.31 per hour)
Location: Hybrid - Norwich
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, which may result in the start date being adjusted if required.
You need to be able to commit to 4 weeks of Full Time Training, Monday - Friday 09:30 - 17:00.
For this role, you need 5mbps upload and 15mbps download internet speed.
Appello Perks:
- 116 hours holiday rising to 123 with length of service. This includes bank holidays that you will work (if rotated).
- We offer you 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.
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. Your hello can save the day or save a life. That's the power of hello. At Careline365, every call you answer makes a difference. 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.
READY TO APPLY
If you are interested in this role please follow upload your CV and answer a few questions about yourself. Apply via the company portal.
OTHER INFORMATION
This is an exciting time at Careline365 part of the Appello group - we are a company on the move and now is a perfect time to join our team. You’ll gain exceptional career opportunities and will be part of a company that is continuing to expand.
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 - Part Time in Norwich employer: Appello
At Careline365, we pride ourselves on being an exceptional employer, offering a supportive and empathetic work culture that values every team member's contribution. As an Emergency Call Handler, you'll enjoy flexible part-time hours, comprehensive training, and a range of benefits including generous holiday entitlement, discounts, and a pension scheme, all while making a meaningful impact in your community. Join us in Norwich and be part of a growing company that prioritises employee well-being and career development.
StudySmarter Expert Advice🤫
We think this is how you could land Emergency Call Handler - Nights - Part Time in Norwich
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Careline365. Understand their mission and values, and think about how your own experiences align with their goals. This will help you show them that you're not just another candidate, but someone who genuinely cares about making a difference.
✨Tip Number 2
Practice your communication skills! As an Emergency Call Handler, you'll need to be calm and empathetic. Try role-playing with a friend or family member to simulate a call scenario. This will help you feel more confident and prepared for those tough conversations.
✨Tip Number 3
Show off your resilience! Be ready to share examples of how you've handled stressful situations in the past. Employers love to see candidates who can keep their cool under pressure, especially in a role like this where every call counts.
✨Tip Number 4
Apply through our website! It’s super easy and ensures your application gets to the right people. Plus, it shows that you’re proactive and serious about joining the team at Careline365. Don’t miss out on this chance to make a real impact!
We think you need these skills to ace Emergency Call Handler - Nights - 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 through 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, so make it personal!
Be Clear and Concise:When answering our questions, keep it clear and to the point. We appreciate straightforwardness, especially in a role where communication is key. Show us you can convey important information effectively!
Apply Through Our Website:Make sure to apply via our company portal! It’s the best way for us to receive your application and ensures you’re considered for this impactful role. Plus, it’s super easy to do!
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 impact of your role. This will help you articulate why you're a great fit and how you can contribute to the team.
✨Showcase Your Empathy
Since this role requires a lot of empathy and understanding, prepare examples from your past experiences where you've successfully handled distressed callers or provided support. This will demonstrate your ability to connect with clients in their time of need.
✨Practice Active Listening
During the interview, practice active listening. This means fully concentrating on what the interviewer is saying, responding thoughtfully, and asking clarifying questions if needed. It shows that you value communication, which is crucial for this role.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and resilience. Think about how you would handle various emergency situations and be ready to discuss your thought process. This will highlight your readiness for the challenges of the job.
