Appello UK
Emergency Call Handler - Nights
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Emergency Call Handler – Nights
☀️ Your Hello Could Change Everything
Imagine answering a call that turns worry into relief—or even saves a life. That’s the power of hello at Careline365.
As an Emergency Call Handler, you’ll be the calm voice and reassuring presence for vulnerable clients in their hour of need. Every call matters, and your response can make a real difference. 💙
If you’re empathetic, attentive, and ready to make an impact, this is your chance to truly support your community.
Key Details
- 🕐 Hours: 35 hours per week
- 📅 Shift Pattern:
- Work 4 days between Monday and Sunday
- Hours: 22:00–06:00
- Always guaranteed 1 weekend off in 4
- Rota provided 4 weeks in advance
- 💰 Salary: £24,224.20 per year (£13.31 per hour)
- 📍 Location: Hybrid (Norwich)
About This Role
This is an essential role that requires a strong desire to help others, particularly vulnerable individuals. You won’t just answer calls—you’ll often be the first point of support in a crisis.
Our caregivers must be able to:
- Provide reassurance, guidance, and urgent assistance
- Connect callers with emergency services or appropriate support when needed
- Handle calls with professionalism, patience, and compassion
"Your hello can save the day—or even save a life."
Start Date & Pre-Employment Screening
- 🗓️ Start Date: 3rd August 2026 (subject to change)
- Required pre-employment checks:
- Basic DBS check
- 2 years of referencing
- Pre-deployment training:
- 3 weeks of full-time training (Mon-Fri, 09:30–17:00)
- Internet requirements: 5Mbps upload, 15Mbbs download
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About You
We’re looking for someone with: ✔ A genuine and compassionate approach to supporting vulnerable individuals ✔ At least 1 year of call centre experience (preferably in remote roles) ✔ Strong communication skills—you should be able to listen attentively and emote appropriately ✔ The resilience needed to handle difficult conversations with care
We believe in rewarding soft skills and core values, but a good foundation of education (generally up to GCSE standard) is required.
Note: This role requires determination to meet personal targets while delivering outstanding customer service through stress. You’ll need emotional strength to thrive here.
🎯 The Role in Practice
Every call you answer brings opportunity:
- Answer calls from distressed individuals, and offer comfort.
- Act on unintentional or test calls professionally.
- Escalate as necessary—contacting emergency responders and coordinating next steps.
Your ability to think quickly, remain composed, and maintain empathy in high-pressure situations is what our vulnerable clients depend on.
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Why Joining Careline365 Matters
We’re growing, and you’ll be part of a team making a direct impact in people’s lives. Career growth, empathy, and lasting change—that’s the mission we’re driving together.
Appellio Perks
Working with us means benefits that help you live well at work and beyond: 🎁 217 hours’ paid holiday, rising to 231 hours after service (including bank holidays if scheduled) 🛍️ Discounts on groceries, shopping, holidays, insurance, restaurants, and more 💡 24/7 Employee Assistance Programme—an easily accessible app! 👪 Family & friends’ discounts on our services and products 💸 Pension Scheme up to 3% employer contribution 💻 Smart Tech Scheme—we support your professional growth
Other Information
- We are equal-opportunity employers—diversity of thought and background is what drives us.
- This is an exciting time to join—our continued expansion offers great career opportunities.
Need Assistance?
If you encounter any barriers due to disability or other unavoidable circumstances, reach out to our Careers Team on: 01425 626337
Ready to Apply?
Follow these simple steps: ✅ Upload your CV ✅ ✅ Answer a few brief questions ✅
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