Emergency Call Handler – Nights Part-Time
As an Emergency Call Handler 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: 18 hours per week
Shift pattern: Monday to Sunday, 22:00 – 06:00. Guaranteed 1 weekend off per 4, rota 4 weeks in advance.
Salary: £12,458.16 per annum (£13.31 per hour)
Location: Hybrid – Norwich
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.
Training: Must be able to commit to 4 weeks of full‑time training, Monday – Friday 09:30 – 17:00.
Requirements
* Genuine desire to help the community and ability to communicate sympathetically with distressed callers.
* Minimum one year of experience in a call centre environment dealing with customers and having worked remotely.
* A good general standard of education.
* Resilience and drive to meet personal targets while delivering excellent customer service.
Responsibilities
* Arrange help for vulnerable clients when they need it most.
* Answer varying calls, including providing reassurance, actioning accidental or test calls, and contacting emergency services.
* Maintain a calm, empathetic manner during every call.
Benefits
* 116 hours holiday rising to 123 with length of service, including bank holidays when worked.
* Discounts on groceries, shopping, holidays, insurance, days out, restaurants, and more.
* 24/7 employee assistance programme with an app.
* Family and friends’ discounts on services and products.
* Pension scheme with up to 3% employer contribution.
* Smart Tech scheme.
Equal Opportunity
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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