• Emergency Helpline Operator
• Location: Fully Remote, including training  (UK-based  only)
• Salary: £20,483.84 per annum (£12.31 per hour)
• Hours: 32 hours per week
• Start Date: 12th Jan 2026 (candidate must not have holidays the first 5 weeks of joining)
• Application Deadline: Interviews to be completed by 19th Dec (please see below the recruitment process)
• Training: Full-time, 5 weeks
• Contract: Permanent

About the Role

You’ll be answering emergency calls from vulnerable individuals, sheltered housing residents, and council services. Your job is to listen, stay calm, be reactive and help people through difficult situations with empathy and professionalism. You will be answering between 200-300 calls a day

Shift Pattern:

You’ll work 4 days a week, 9 hours per day (including a 1-hour unpaid break). You choose whether you do consistent earlies OR consistent lates. Below are more details on shifts:

Earlies

• 06:00–15:00
• 07:00–16:00
• 08:00–17:00
• 09:00–18:00
• 10:00–19:00
• 11:00–20:00

OR

Lates

• 12:00–21:00
• 13:00–22:00
• 14:00–23:00
• 15:00–00:00

Your rota will be provided 6 weeks in advance, and you’ll have every other weekend off.

What You’ll Need

• Strong, clear communication skills
• Reactive quickly to emergency situations whilst remaining calm
• Good attention to detail is vital
• Internet speed of at least 5mbps upload and 15mbps download

Experience

MUST HAVE STRONG CALL CENTRE / 100+ PER DAY CALL HANDLING EXPERIENCE. Your application will not be accepted if you do not have this

Ideally you will also have experience within:

• Local authorities
• Emergency services

Benefits

• 198 hours holiday (including bank holidays if scheduled to work)
• Discounts on shopping, holidays, insurance, and more
• 24/7 employee assistance programme
• Pension scheme (up to 4% company matched)
• Family and friends discounts on services

Recruitment Process

1. Initial screening with Reed RSR
2. Watch a short video of a real-life call scenario to ensure the role is right for you
3. Complete an interactive psychometric test
4. Final interview via MS Teams with the client