Emergency Call Handler; Evenings - Part Time

Job Overview

We are looking for more heroes who make a difference to people's lives on a daily basis.

Start date:

16th March 2026

Location:

Chichester Office

Are you an enthusiastic, caring and a team‑player who can remain calm and customer focused under pressure? Our Emergency Call Handlers join a dedicated Resolution team handling alarm calls in a 24/7/365 alarm monitoring centre, supporting a diverse and largely vulnerable customer base. Within this role you will play a critical role in our response to both emergency and non‑emergency calls, providing an essential, life‑saving service to our customers.

No two days are the same, and we need someone who can quickly adapt to changing situations, multi‑task effectively, and handle emotionally demanding calls, achieving positive outcomes for our customers. Your responsibilities will include remaining calm, reassuring callers, gathering vital information, navigating systems, and recording accurate details even under difficult circumstances.

In return, you will receive a starting salary of £16,068.00 per 24‑hour week, plus a location allowance of £1,784.64. Generous allowances are payable for weekend and unsociable hours, and you will be expected to work within a rota that includes these periods. You will have a fixed contract between 4 pm and 10 pm on 24 hours.

Taking Care provides around‑the‑clock support to over 110,000 customers through our personal alarm service, giving customers the confidence to live safely, well and remain in the homes they love. Caring for our customers is at the heart of everything we do. We love what we do and are proud of the service we provide.

The role includes an initial 5‑week training period at the Chichester Office, Monday to Thursday from 16:00 to 22:00. After training, you will continue to work in our control centre with a mentor available to assist you, and managers and shift leaders will provide ongoing support and guidance.

• Assess, control and arrange swift and appropriate resolution to emergency situations, calling loved ones or, if necessary, the fire, police or ambulance services.
• Accurately record details of calls received using our systems.
• Take action swiftly based on the information provided by customers.
• Guide customers through installing and testing their new alarm system.
• Remotely programme alarm equipment installed in customers’ homes.
• Guide customers through basic troubleshooting checks on alarm equipment and GPS wearable devices, passing fault information to customer services where appropriate.
• Monitor automatic alarm signals and take action to resolve power or battery issues.

• Comfortable working in a high‑volume contact centre environment.
• Confident, professional and caring with a patient manner on the telephone.
• Previous experience dealing with customers.
• Experience using various systems to keep records updated and proficiency with Microsoft packages.
• Comfortable dealing with new technology.
• Ability to multitask and follow procedures with an inquisitive nature.
• Able to demonstrate a high level of attention to detail.
• Desirable: previous experience in a care, customer service or call centre environment.

• 34 days holiday, inclusive of bank holidays and a birthday off.
• Opportunity to partake in Share Plan.
• Life Insurance and Medical Insurance Lite.
• Wellness programmes.
• Volunteering day.
• Pensions scheme.
• Long service awards, discount scheme, on‑site parking and casual dress.
• Cycle to Work scheme.
• Learning and development opportunities.
• Hybrid working – you may apply to work from home on some shifts after completing 6‑month probation.

We’d love to hear from you if you have what it takes to be a hero. If you would like to work in a business that saves lives, click ‘apply’ today to be considered as an Emergency Call Handler.

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.