Emergency Call Handler - Night Shifts

Careline365 Norwich United Kingdom C365 ARC On site
Warning! Vacancy expired

Company Description

About the Appello Group and Careline 365

Careline365 is an award-winning company who provide a life-saving service across the United Kingdom and the Republic of Ireland, bringing peace of mind to people and their loved ones.

Whilst going through an exciting period of growth, we still have that family company feel, where our employees are more like friends than colleagues. We provide a friendly and relaxing working environment across all departments and the successful candidate for any of our current vacancies will soon feel right at home.

As part of the Appello Group, we are committed to transforming lives through technology enabled care services, blending the expertise in our monitoring centre with the latest digital technology being created by ourselves and our partners. As the UK's largest telecare monitoring and digital equipment provider, we support over 300,000 vulnerable people in our communities to live safer, happier, and more enriched lives.

Our journey of supporting housing, health and social care dates back to 24th June 1988 when we took our first emergency call from our Head Office in New Milton, Hampshire. With a team of just five employees, we were pioneers for emergency monitoring within the housing sector. Over the next decade our business grew considerably as did our team.

The Appello Group now consists of many brands, including, Appello and Careline365, all are equally pivotal in our continued growth and commitment to improving the safety and wellbeing of our communities.

Today, we operate from multiple locations across the UK, with offices in Hampshire, Wiltshire, and Norfolk, and a team of remote workers all over the UK.


Job Title: Emergency Call Handler

Hours: Nights 22:00 - 06:00 – shifts between 22-30 hours average per week

Shift pattern: on a two week rotation, please see example below

Salary: £11.44 starting rate with the opportunity to increase with KPI's– opportunity to earn overtime

Regular Overtime available

Onboarding bonus of up to £1000 * t's & c's apply

Location: OFFICE BASED- Bowthorpe, Norwich,UK

Start Date : September/October 2023

About rewards and benefits:

  • Aviva Pension Scheme
  • Free eye tests
  • Employee referral bonus
  • Further education/qualification contributions
  • We offer you discounts on everything from groceries and shopping through to holidays, insurance, days out, restaurants and more
  • 24/7 employee assistance programme
  • Bike to work scheme and cycle storage
  • Free on-site parking

**You need to be able to commit to 3 weeks of Full Time Training, Monday - Friday 09:00 - 17:30 **

Example Shift pattern:2 week rotation

Night Shift – 22:00 - 06:00

Week 1:






Week 2:




✨To apply for this role you need to complete the online assessments via Test Gorilla 🦍 register here !!

Once you have registered , Test Gorilla will send you a link to the assessments - please check your junk 🚮 !!

⚠ Warning !! ⚠ if you do not complete these we will not consider your application !

About the role:

We are looking for compassionate and hardworking Emergency Call Handler to join our Alarm Response Centre covering our night shift. This position is a crucial role at Careline365and you will be working as a key representative for a business that helps thousands of people each year.

The heart of the Emergency Call Handler role is to arrange help for our vulnerable clients when they need us the most. This may be anything from providing reassurance to a lonely client, to arranging an ambulance for someone feeling unwell.

Calls can vary considerably, with the majority of activations consisting of test calls or accidental presses. We also liaise with Doctors and the relatives/friends of our clients who are listed on their profiles, and notify next-of-kin of any emergency callout made.


About the person:

To flourish as an Emergency Call Handler, you must possess a genuine desire to help the community, be empathetic and attentive to our customer’s needs.

The team offers a friendly and supportive working environment with excellent facilities, full training, and a positive environment.

To be a successful candidate for this role you must also have the following attributes, skills and experience:



· Proven experience of direct contact with the general public, in a work related environment.


· Experience of working in a Contact/Call Centre environment

· Previous experience within a similar role (local Authority, British Telecom, Police, Ambulance or Fire Services Control Centre

Qualifications & Training


· A good general standard of secondary education


· NVQ level 2/3 in Customer Service / Business Administration



· IT literacy including working knowledge of Microsoft office (including Excel, Word, Outlook)

Ability to analyse information and accurately input it.

Personal Attributes


· Patient and methodical.

· Calm and tactful.

· Must be able to work as part of a team.

· Enthusiastic and committed.

· Ability to work under pressure.

· Enjoys a busy office environment.

· Reliable- completing set tasks, attendance and time keeping.

· Ability to follow set processes

· Use initiative in problem solving

· High level of Customer Service

· Positive ‘Can do’ attitude

· Ability to communicate sympathetically with a distressed caller

· Good communication skills (verbal &written)

· Good organisational skills.

· Attention to detail

Other information

This is an exciting time at Careline365 - 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