EMERGENCY CALL HANDLER – FULL TIME
As an Emergency Call Handler, you will 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.
Position Overview
This role involves answering calls that turn worry into relief, sometimes saving a life. You will provide reassurance, action accidental or test calls, and contact emergency services when required.
Hours & Schedule
35 hours per week. You will work four days out of seven on average between Monday and Sunday. Shift hours are between 06:00 and 23:00, with a guaranteed one weekend off in four. Your rota will be planned four weeks in advance.
Salary & Benefits
Annual salary £23,314.20 (about £12.81 per hour) with opportunity to earn PRP. Benefits include 217 hours of annual leave (including bank holidays when scheduled to work), discounts on groceries, shopping, holidays, insurance and restaurants, a 24/7 employee assistance programme, family and friends’ discounts on services, a pension scheme (up to 3% employer contribution), cycle‑to‑work scheme, smart tech scheme, and free on‑site parking.
Training & Start Date
You must commit to three weeks of full‑time training, Monday to Friday 09:30–17:00, which is partly remote. The expected start date is 29th June 2026. All pre‑employment screening, including basic DBS checks and two years of referencing, must be completed before the start date and may adjust the date if required.
Requirements
* A minimum of one year’s experience in a call centre environment dealing with customers and working remotely.
* A good general standard of education.
* Internet speed of at least 5 Mbps upload and 15 Mbps download.
* Ability to communicate sympathetically with distressed callers.
* Resilience and drive to meet personal targets while delivering excellent customer service.
* Genuine desire to help the community and empathy.
Role Responsibilities
* Answer calls from vulnerable clients and provide calm, reassuring support.
* Arrange appropriate help and services when needed.
* Manage accidental or test calls and coordinate with emergency services.
* Maintain accurate records of calls and outcomes.
* Achieve personal performance targets and uphold quality standards.
Equal Opportunities
We are committed to equal opportunities and welcome applicants regardless of religious beliefs, political opinion, race, sex, marital status, age or disability.
Disability Support
If you require assistance to participate in the recruitment process, for example due to disability, please contact the careers team on 01425 626337.
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