Emergency helpline clerk

Job description

We are currently recruiting for a number of call handlers starting immediately.

Emergency Helpline Operator

Location: Remote (UK-based only)

Salary: £20,483.84 per annum (£12.31 per hour)

Hours: 32 hours per week

Start Date: 12th January 2026

Training: Full-time, 5 weeks (we can not accept candidates who have pre booked holidays in January)

Reed’s client is looking for caring and calm individuals to join their team as Emergency Helpline Operators. This is a remote role where you’ll be the first point of contact for people in need — offering reassurance, support, and practical help over the phone.

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, 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). Shifts will be scheduled between:

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

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

A genuine desire to help others

Strong communication skills

Ability to stay calm under pressure

Good attention to detail

Confidence using Microsoft Office (Word, Excel, Outlook)

Internet speed of at least 5mbps upload and 15mbps download

Experience

MUST HAVE CALL CENTRE EXPERIENCE.

Desirable if you’ve worked in:

Local authorities

Emergency services

Control centres

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

If you are interested in this role, please email your CV to melissa.knowles@reed.com or click to apply.

Extra information

Status

Open

Education Level

Secondary School

Location

England

Type of Contract

Part-time jobs

Published at

22-12-2025

Full UK/EU driving license preferred

No

Car Preferred

No

Must be eligible to work in the EU

No

Cover Letter Required

No

Languages

English