Emergency Call Handler – Part-Time

Appello UK

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

Posted 9/21/2026part-timeNorwich • United KingdomMid-LevelSenior💰 £15,987 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong communication, empathy, and problem-solving skills while providing 24/7 monitoring services to support independent living. Capable of handling emergency situations calmly and professionally, ensuring customer safety and reassurance.

Highest-signal resume keywords

Emergency Response ExperienceCustomer Service SkillsVerbal And Written Communication SkillsAttention To DetailAbility To Work Under Pressure

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Emergency Alarm Call HandlingComputer System ProficiencyEstablished Procedures AdherenceBasic DBS Checks Knowledge

Soft Skills

EmpathyOrganizational SkillsReliabilityTeam CollaborationPositive Attitude

Industry Keywords

TelecareContact Centre ExperienceHealthcare ExperienceCustomer InteractionVulnerable Customer Support

About the role

Key responsibilities & impact

Answer incoming emergency alarm calls from elderly and vulnerable customers
Assess situations quickly and calmly
Take appropriate action to ensure customers receive required help
Provide a 24/7 monitoring service supporting independent living and safety at home
Use communication, empathy and problem-solving skills in varied situations
Liaise with emergency services, responders, family members and colleagues
Handle calls professionally, accurately and according to established procedures
Serve as the first point of contact for customers requiring safety, reassurance and support

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
Comfortable 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
Positive, can-do attitude and genuine passion for outstanding customer service
Ability to commit to 3 weeks of full-time paid training, Monday–Friday 09:30–17:00
Minimum 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
Must be able to work in the Norwich hybrid arrangement

Benefits

Comp & perks

149 hours holiday rising with length of service, including bank holidays worked if rotated
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 with up to 3% employer contribution
Cycle to work scheme
Smart Tech scheme
Free on-site parking
3 weeks of full-time paid training
Hybrid working with 1 day working from home