Emergency Call Handler – Full‑Time (Hybrid, Norwich)

About the role

As an Emergency Call Handler you will be the first point of contact for vulnerable callers needing urgent assistance. Working 35 hours a week in a hybrid model, you will provide calm, empathetic support and coordinate help when it matters most.

Key responsibilities

• Answer incoming emergency and support calls, offering reassurance and accurate information.
• Assess caller needs, prioritize urgency, and arrange appropriate assistance.
• Contact emergency services or relevant partners when required.
• Document call details accurately in the system and meet personal performance targets.
• Adhere to shift schedules, including rotating weekend coverage.

Required profile

• Genuine desire to help the community and strong empathy.
• Minimum of one year experience in a call‑centre environment, preferably remote.
• Resilience and ability to handle distressed callers.
• Basic educational background and reliable high‑speed internet (5 Mbps upload, 15 Mbps download).

Required skills

• Proficiency with telephone communication systems.
• Basic computer literacy for call logging and data entry.

What we offer

• Annual salary £23,314.20 (£12.81 per hour) with PRP incentives.
• 35‑hour work week with flexible shift patterns.
• Hybrid work model based in Norwich.
• 217 days of annual leave (including bank holidays) and a pension scheme with up to 3% employer contribution.
• Employee discounts, 24/7 assistance app, free on‑site parking, and other wellbeing benefits.