Call Handler - Emergency Duty Team (9936)
Job Description
Call Handler | 9936 | Permanent Contract| 12 hours per week | £26,403 to £28,142 per annum pro rata (Scale E) | County Hall, Norwich
We have a vacancy for a Call Handler in our Social Work Emergency Duty Team. The role is for 12 hours per week, covering weekends, Bank Holidays and evenings.
We have an exciting opportunity to appoint a call handler within the Emergency Duty Team. The call handler is responsible for taking calls on behalf of Norfolk County Council for social care emergencies out of hours. We are looking for a highly focused and organised individual who will need to remain calm and take key information from callers who require emergency social care out of hours.
To succeed in this role, you must have previous experience in customer service, excellent IT skills, be comfortable to work as part of a team and have the skills and confidence to work independently.
EDT come under the management Adult Social Services but works closely with Children’s Services and other key partner agencies such as the Police & Health services. EDT’s main objective is to provide a service to people who require an emergency social care response outside usual working hours.
The team are based at County Hall and we anticipate that working remotely will continue to be a key feature of this role and you must have excellent broadband coverage. However, the successful candidate will also be required to work from County Hall at times.
This position is permanent and will cover evenings, weekends and bank holidays on a shift basis.
Shifts will vary: Core hours are as follows. Evening shifts start at 17:00hrs until 22:00hrs Monday to Thursday, Friday 16:30/22:00 and weekend shift hours are varied between 09:00/ 22:00.
Interviews will take place via video technology or in person, where you will have the opportunity to discuss the working arrangements.
These are some benefits you can enjoy by working for Norfolk County Council:
* Generous holiday entitlement
* Health and Wellbeing services including fast-track physiotherapy and a free counselling service
* Flexible working opportunities including flexi-time, part time, remote and hybrid working – dependent on your job role and business need.
* An advance of your expenses if you travel for work
* Local Government Pension Scheme with generous employer contribution, life assurance, death in service payments and dependants’ pensions
* Tax efficient ways of getting extra pension and new bikes
* Access to our tax efficient car lease scheme for greener travel enabling you to lease a brand new, ultra-low emission vehicle (subject to eligibility)
* A payment if you refer someone you know to a hard to fill job
We want our people to be inspired and motivated to work well together, make the most of our workspaces, enjoy a healthy work-life balance, and deliver excellent services to Norfolk and its people. Flexibility is built into the way we work, with hybrid working a key feature for many roles. Our technology platform and equipment are first class, enabling you to connect and collaborate remotely.
Already a Norfolk County Council employee? See and apply for all internal and external vacancies via myOracle using your @norfolk.gov.uk or @nccal.ac.uk email.
Redeployment closing date: 24 February 2026
All other applicants closing date: 03 March 2026
About Us
We have miles of beautiful coastline and our unique Broads, thriving market towns and a city with a proud cultural heritage. Our economy is growing and driven by innovation in a number of sectors, including energy and food. We also have ambitious plans for new housing and a building programme for schools across Norfolk. Our county a great place to live, work and visit, and is an excellent environment for businesses to start, grow and innovate.
We are the main local authority for Norfolk providing services countywide to more than 850,000 Norfolk residents. We take the lead in critical policy areas, working with 84 elected Members responsible for the strategic local government services in the county.
We provide a high quality service through involving people who use our services to shape and comment on them and by promoting efficiency and innovation.
We work in partnership with local businesses, voluntary organisations and other local authorities such as District and Parish Councils to provide the people of Norfolk with excellent services.
Job Info
* Job Identification 9936
* Job Category Customer Service
* Posting Date 02/18/2026, 09:17 AM
* Apply Before 03/03/2026, 11:59 PM
* Job Schedule Part time
* Locations County Hall, Norwich, Norfolk, NR1 2DH, GB
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