Emergency Call Handler - Full Time
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.
Hours
35 hours per week.
Shift Pattern
You will work 4 days a week on average between Monday and Sunday. Shift hours are 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
£23,314.20 per annum (£12.81 per hour) with the opportunity to earn PRP.
Location
Hybrid – Norwich.
Training
You need to commit to 3 weeks of full‑time training, Monday‑Friday 09:30‑17:00, with some remote training.
Start Date
29th June 2026. 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.
Internet Requirement
5 Mbps upload and 15 Mbps download.
Benefits
* 217 hours of annual leave, including bank holidays for which you may be scheduled to work
* Discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more
* 24/7 employee assistance programme with an easily accessible app
* Family and friends’ discounts on services & products
* Pension scheme, 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 able to communicate sympathetically with a distressed caller. You have at least a year’s experience in a call centre environment dealing with customers, and you have worked remotely. A good general standard of education is required. You will be resilient, motivated to meet personal targets while delivering excellent customer service, and capable of arranging help for vulnerable clients, providing reassurance, actioning accidental and test calls, and contacting emergency services.
Equal Opportunities
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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