Emergency Call Handler

Appello UK

. Answer incoming emergency alarm calls from elderly and vulnerable customers .

Posted 9/21/2026full-timeNorwich • United KingdomMid-LevelSenior💰 £23,314 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong communication, empathy, and problem-solving skills while providing support to elderly and vulnerable customers in emergency situations. Capable of handling sensitive situations with attention to detail and following established procedures in a fast-paced, 24/7 operational environment.

Highest-signal resume keywords

Customer Service ExperienceEmergency Response SkillsVerbal And Written Communication SkillsCalm Under PressureAttention To Detail

ATS Keywords

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Applicant Tracking System Keywords

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Soft Skills

EmpathyProblem-SolvingOrganizational SkillsReliabilityTeamwork

Tools & Technologies

Multiple Computer Systems

Certifications & Qualifications

Basic DBS Check

Industry Keywords

Emergency Alarm CallsTelecareCall Centre ExperienceContact Centre ExperienceHealthcare Experience

About the role

Key responsibilities & impact

Answer incoming emergency alarm calls from elderly and vulnerable customers
Quickly and calmly assess situations and take appropriate action
Provide safety, reassurance and support to customers
Liaise with emergency services, responders, family members and colleagues when required
Handle calls professionally, accurately and in line with established procedures
Provide a 24/7 monitoring service supporting independent living
Use communication, empathy and problem-solving skills in a fast-paced environment

Requirements

What you’ll need

Experience dealing directly with customers or members of the public
Excellent verbal and written communication skills
Ability to remain calm under pressure and handle sensitive situations with empathy
Strong attention to detail and comfort using multiple computer systems
Organised, reliable and able to follow established processes and procedures
Ability to work as part of a team and use own initiative
Flexibility to work shifts, including evenings, weekends and bank holidays, as part of a 24/7 operation
Positive, can-do attitude and genuine passion for outstanding customer service
Ability to commit to 3 weeks of full-time training, Monday–Friday, 09:30–17:00, conducted remotely
Internet speed of 5 Mbps upload and 15 Mbps download
Subject to pre-employment screening, including basic DBS checks and two years of referencing
Previous call centre, contact centre, emergency response, healthcare, customer service or telecare experience beneficial but not essential

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 with an easily accessible app
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
Full training provided
Opportunity to develop skills within a supportive and dedicated team