Emergency Helpline Operator
Location: Fully Remote, including training (UK-based only)
Salary: £20,483.84 per annum (£12.31 per hour)
Hours: 32 hours per week
Start Date: 12th Jan 2026 (candidate must not have holidays the first 5 weeks of joining)
Application Deadline: Interviews to be completed by 19th Dec (please see below the recruitment process)
Training: Full-time, 5 weeks
Contract: PermanentAbout the Role
You'll be answering emergency calls from vulnerable individuals, sheltered housing residents, and council services. Your job is to listen, stay calm, be reactive and help people through difficult situations with empathy and professionalism. You will be answering between (Apply online only) calls a day
Shift Pattern:
You'll work 4 days a week, 9 hours per day (including a 1-hour unpaid break). You choose whether you do consistent earlies OR consistent lates. Below are more details on shifts:
Earlies
06:00-15:00
07:00-16:00
08:00-17:00
09:00-18:00
10:00-19:00
11:00-20:00OR
Lates
12:00-21:00
13:00-22:00
14:00-23:00
15:00-00:00
Your rota will be provided 6 weeks in advance, and you'll have every other weekend off.
What You'll Need
Strong, clear communication skills
React quickly to emergency situations whilst remaining calm
Good attention to detail is vital
Internet speed of at least 5mbps upload and 15mbps downloadExperience
MUST HAVE STRONG CALL CENTRE / 100+ PER DAY CALL HANDLING EXPERIENCE. Your application will not be accepted if you do not have this
Ideally you will also have experience within:
Local authorities
Emergency servicesBenefits
198 hours holiday (including bank holidays if scheduled to work)
Discounts on shopping, holidays, insurance, and more
24/7 employee assistance programme
Pension scheme (up to 4% company matched)
Family and friends discounts on servicesRecruitment Process
Initial screening with Reed RSR
Watch a short video of a real-life call scenario to ensure the role is right for you
Complete an interactive psychometric test
Final interview via MS Teams with the client