Job Description

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 21:00 to 07:00, including a 1-hour unpaid break split in 2x 15min breaks and 1x 30min 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

: 5th January 2026

You need to be able to commit to 3 weeks of Full Time Training, Monday - Friday 09:30 - 17:00 with a mix of in-office and remote training. Training day 1 will be in the Office.

For this role, you need 5mpbs upload and 15mpbs 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).

We offer you discounts on everything from groceries and shopping through to 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 have had 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. But 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

That's the power of hello

At Careline365, every call you answer makes a difference.

With a cool head an empathetic manner you will be answering varying calls , anything from providing reassurance, actioning accidental calls or test calls, to contacting emergency services.

READY TO APPLY

If you are interested in this role please follow upload your

CV

and answer a few questions about yourself. For more hints and tips check out our guide here!

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.