Job Description

🤩EMERGENCY CALL HANDLER - FULL TIME

🌟 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 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. All screening must be completed prior to your start date, which may result in the start date being adjusted if required.

🌟For this role, you need 5mpbs upload and 15mpbs download internet speed🌟

😎Appello Perks

• 217 hours of annual leave. This includes bank holidays for which you may be scheduled to work.

• 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

• 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.

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 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. For more hints and tips check out our guide here!

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.