EMERGENCY CALL HANDLER - Nights
Hours: 35 hours per week
Shift pattern: You will be working 4 days a week between Monday and Sunday. You will always be guaranteed 1 weekend in 4 off and you will have your rota 4 weeks in advance. The hours you’ll be working are from 20:00 to 06:00, including a 1-hour unpaid break split into 2x 15-minute breaks and 1x 30-minute break.
Salary: £23,314.20 per annum (£12.81 per hour)
Location: Hybrid - Norwich, but Fully Remote may be considered for the right candidate.
Start Date: 6 October 2025
You need to be able to commit to 4 weeks of full-time training, Monday - Friday 09:30 - 17:00.
Technical requirement: For this role, you need 5 Mbps upload and 15 Mbps download internet speed.
Appello Perks
* 231 hours holiday rising to 245 with length of service. This includes bank holidays that you will work (if rotated).
* 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 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 should have 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. 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.
At Careline365, every call you answer makes a difference. With a cool head and an empathetic manner you will be answering varying calls, including providing reassurance, actioning accidental or test calls, and contacting emergency services.
READY TO APPLY
If you are interested in this role please upload your CV and answer a few questions about yourself. For tips, check out our guide on the site.
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.
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