Emergency Call Handler

Appello UK

Emergency Call Handler answering critical calls for Careline365, a UK careline service supporting vulnerable people. Providing reassurance, arranging help, and contacting emergency services.

Posted 8/17/2026full-timeNorwich • 🇬🇧 United KingdomJunior💰 £23,314 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong empathetic communication skills and resilience in high-pressure situations while providing excellent customer service to vulnerable clients. Capable of working remotely and meeting personal targets in a demanding call center environment.

Highest-signal resume keywords

Call Centre ExperienceEmpathetic CommunicationRemote Work ExperienceCustomer Service ExcellenceResilience in Demanding Roles

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Soft Skills

EmpathyReassuranceResilience

Certifications & Qualifications

Basic DBS Check

Industry Keywords

Emergency CallsVulnerable ClientsCustomer ServicePersonal TargetsFull-Time TrainingScheduled Shifts

About the role

Key responsibilities & impact

Answer emergency calls from vulnerable clients
Provide reassurance to distressed callers
Action accidental calls and test calls
Contact emergency services when required
Arrange appropriate help for vulnerable clients
Deliver excellent customer service while meeting personal targets
Complete three weeks of full-time remote training
Work scheduled shifts across Monday to Sunday between 06:00 and 23:00

Requirements

What you’ll need

Minimum of 1 year’s experience in a call centre environment dealing with customers
Experience working remotely
Genuine desire to help the community
Empathetic communication with distressed callers
Ability to remain resilient in a demanding role
Ability to meet personal targets while delivering excellent customer service
Good general standard of education
Commitment to 3 weeks of full-time training, Monday–Friday 09:30–17:00, delivered remotely
Minimum internet speed of 5 Mbps upload and 15 Mbps download
Subject to pre-employment screening, including a basic DBS check and two years of referencing
Availability to work an average of 4 days out of 7, Monday–Sunday, with shifts scheduled between 06:00 and 23:00
Guaranteed at least 1 weekend in 4 off

Benefits

Comp & perks

217 hours of annual leave, including bank holidays for which you may be scheduled to work
Discounts on groceries, shopping, holidays, insurance, days out, restaurants and more
24/7 employee assistance programme
Family and friends’ discounts on services and products
Pension Scheme, up to 3% employers contribution
Cycle to work scheme
Smart Tech scheme
Free on-site parking
Opportunity to earn PRP