🤩EMERGENCY CALL HANDLER - Evenings and Weekend Part-Time

Are you looking for a rewarding role that fits your daytime commitments? Are you a student who's looking for a job who can fit your uni hours and give you the chance of making a difference in someone else's life?

🌟 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 when they need help the most. 💙 Every call matters, and every response makes a difference.

If you’re empathetic, attentive, and ready to make an impact, this is your chance to truly help your community. 🌍✨

🕰️Hours: 18 hours per week

📅Shift pattern: You will be working a 6-hour shift 3 days per week, between Monday and Sunday. Your working hours will be scheduled between 16:00 and 23:00 on weekdays and between 06:00 and 23:00 on weekends. Your rota will be provided 4 weeks in advance. 

💸Salary: £11,990.16 per annum (£12.81 per hour)

📍Location: Hybrid - Norwich (1 day working from home)

🎓Training: 3 weeks of full-time paid training, Monday - Friday 09:30 - 17:00 (35 hours per week) with a mix of in-office and remote training. You need to be able to commit to these hours.

📆Start Date: 1st September 2026 - Please note that 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.

🌟For this role, you need 5mpbs upload and 15mpbs download internet speed🌟

😎Appello Perks

• 112 hours holiday entitlement per annum. 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!

🎉 Our Recruitment Process

We're excited you're interested in joining us! To help us find the best fit for both the role and our team, we've designed a recruitment process that's engaging, fair, and gives you plenty of opportunities to showcase your skills, experience, and personality along the way.

Here's what you can expect:

📄 1. CV Screening

We'll start by reviewing your experience, skills, and qualifications to see how they align with the role requirements.

🧠 2. TestGorilla Assessment (Approx. 20 minutes)

Complete a short online assessment designed to evaluate the key skills and capabilities needed for the role. It's a great opportunity to show us what you can do!

☕ 3. Informal Chat

A relaxed conversation where we can get to know each other better. We'll discuss your background, career aspirations, and answer any questions you have about the role and life at our company.

📊 4. Thomas Assessment (Approx. 1 hour)

This behavioural assessment helps us understand your natural working style, communication preferences, and strengths. There are no right or wrong answers—we simply want to learn more about what makes you, you! 😊

🎭 5. Role Play Interview (Approx. 30 minutes)

Our final stage is an interactive role-play and interview session. This gives you the chance to demonstrate how you'd approach real-life scenarios relevant to the role, while also meeting more of the team.

✨ We aim to keep the process as transparent, enjoyable, and supportive as possible. Each stage is designed to help us understand your potential while giving you a genuine insight into the role and our culture.

We can't wait to get to know you and wish you the very best of luck throughout the process! 🚀🍀

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.