At a Glance
- Tasks: Be the calm voice that helps vulnerable clients in their time of need.
- Company: Join Careline365, where your hello can change everything.
- Benefits: Enjoy 217 hours of annual leave, discounts, and a pension scheme.
- Other info: Hybrid role with flexible shifts and excellent career growth opportunities.
- Why this job: Make a real impact in your community while developing valuable skills.
- Qualifications: Empathy, resilience, and at least a year of call centre experience required.
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.
Empathetic Emergency Call Specialist 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 Specialists 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 with a hybrid working model, we provide a unique chance to balance professional fulfilment with personal well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Empathetic Emergency Call Specialist in Norwich
✨Tip Number 1
Practice your active listening skills! When you're on a call, it's crucial to really hear what the caller is saying. This not only helps you respond better but also makes the caller feel valued and understood.
✨Tip Number 2
Stay calm under pressure. In emergency situations, your ability to remain composed can make all the difference. Take a deep breath and focus on providing the best support you can.
✨Tip Number 3
Show empathy in every interaction. Remember, the people calling you are often in distress. A kind word or a reassuring tone can turn their day around, so let your compassion shine through!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about joining our team!
We think you need these skills to ace Empathetic Emergency Call Specialist 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 difficult situations with care. This role is all about being a calming presence, so make sure we feel that in your writing.
Highlight Relevant Experience:We want to know about your call centre experience! Be specific about your previous roles and how they’ve prepared you for this position. Mention any remote work you've done too, as it’s super relevant for us.
Be Clear and Concise:When filling out your application, keep it clear and to the point. We appreciate well-structured responses that get straight to the heart of what you want to say. Avoid fluff – we’re looking for genuine insights into who you are!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to navigate, so go ahead and give it a shot!
How to prepare for a job interview at Appello
✨Show Your Empathy
In this role, empathy is key. During the interview, share specific examples of how you've helped someone in distress or provided support in a challenging situation. This will demonstrate your ability to connect with callers and reassure them when they need it most.
✨Know the Company
Do a bit of homework on Careline365. Understand their mission and values, and be ready to discuss how your personal values align with theirs. This shows that you’re genuinely interested in the role and the impact you can make within the community.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills and emotional resilience. Think about how you would handle various emergency situations and practice articulating your thought process clearly and calmly.
✨Highlight Your Call Centre Experience
Since you need at least a year of call centre experience, be sure to highlight relevant skills and achievements from your previous roles. Discuss how you managed difficult calls, met targets, and maintained a positive attitude under pressure.
