EMERGENCY CALL HANDLER - Evenings and Weekend Part-Time
Are you looking for a rewarding role that fits your daytime commitments? Are you a student who can fit your university hours and get a chance to make a difference in someone else's life?
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.
About the Role
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.
Hours and Shift Patterns
* Option 1: 18 hours per week – 6‑hour shift, 3 days per week, Monday to Sunday. Working hours 16:00‑23:00 on weekdays and 06:00‑23:00 on weekends. Rota provided 4 weeks in advance.
* Option 2: 24 hours per week – 6‑hour shift, 4 days per week, Monday to Sunday. Working hours 16:00‑23:00 on weekdays and 06:00‑23:00 on weekends. Rota provided 4 weeks in advance.
Salary
* Option 1: £11,990.16 per annum (£12.81 per hour)
* Option 2: £15,986.88 per annum (£12.81 per hour)
Location
Hybrid – Norwich, one day working from home.
Training
3 weeks of full‑time paid training, Monday‑Friday 09:30‑17:00 (35 hours per week) combining in‑office and remote training. Commitment to these hours is required.
Start Date
29th June 2026. The role is subject to pre‑employment screening, including basic DBS checks and two years of referencing. All screening must be completed prior to start date; the start date may be adjusted if required.
Technical Requirements
5 Mbps upload and 15 Mbps download internet speed.
Benefits and Perks
* 112 hours holiday entitlement per annum for Option 1, 149 hours for Option 2. Includes bank holidays if they are worked.
* Discounts on groceries, shopping, holidays, insurance, restaurants, and more.
* 24/7 employee assistance programme with a mobile app.
* Family and friends discounts on services and products.
* Pension scheme with up to 3% employer 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 communicate sympathetically with a distressed caller. You should have a minimum of one 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 the right core values and training can help you thrive in this role. Trust and resilience are key. You also need the drive to meet personal targets while 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.
Ready to Apply
If you are interested in this role please upload your CV and answer a few questions about yourself.
Other Information
This is an exciting time at Careline365, part of the Appello group. You’ll gain exceptional career opportunities as we continue 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.
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