Emergency Call Handler

Appello Careline Limited; Remote; GBP 9,000 - 12,000; Part time

Job summary

A community-focused care service is seeking an Emergency Call Handler to be a calming voice for vulnerable clients. With a commitment of 18 hours per week, duties involve providing reassurance to callers in distress, actioning accidental calls, and coordinating with emergency services when necessary. Candidates must have empathetic communication skills and prior experience in a call centre. The role offers various perks, including holiday hours and employee assistance programmes, making it a fulfilling opportunity to make a real difference in the community.

Benefits

116 hours holiday rising to 123 with length of service

Discounts on groceries, shopping, and more

24/7 employee assistance programme

Friend and family discounts

Pension Scheme with up to 3% employer contribution

Smart Tech scheme

Qualifications

• Minimum of a year's experience in a call centre environment.
• Ability to sympathetically communicate with distressed callers.
• Commitment to 4 weeks of full-time training.

Responsibilities

• Answer varying calls providing reassurance and assistance.
• Contact emergency services when required.
• Deliver excellent customer service while meeting personal targets.

Skills

Empathy

Attentiveness

Resilience

Communication

Customer service

Education

Good general standard of education

Job description

🤩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 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 between Monday and Sunday. The hours you’ll be working are from 23:00 to 05:00. You will always be guaranteed 1 weekend in 4 off and you will have your rota 4 weeks in advance.

💸 Salary: £11,657.10 per annum (£12.81 per hour)

📍 Location: REMOTE

📆 Start Date : 2nd February 2026

You need to be able to commit to 4 weeks of Full Time Training, Monday - Friday 09:30 - 17:00

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

😎 Appello Perks

• 116 hours holiday rising to 123 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!

• природ and friends’ discounts on our services & products

• Pension Scheme, up to 3% employers contribution

• Smart Tech scheme

👇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 and an empathetic manner you will be answering varying calls, ranging from providing reassurance, actioning accidental calls or test calls, to contacting emergency services.

READY TO APPLY ✅

If you are interested in this role please upload your CV and answer a few questions about yourself. For more hints and tips check out our guide Italiaanse!

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.