Casual Emergency Call Handler

Casual Emergency Call Handler

24-Hour Alarm Receiving Centre (ARC)

Location: Pippbrook Office, Dorking
Contract: Casual Contract

Pay: New Starter - Probation £12.71
Day Shifts - £15.59
Night Shifts - £17.33

Including 13% Holiday Pay.

Driving Licence Required: Yes

Start Date: ASAP
Interview Dates: November/December

Make a Difference When It Matters Most

Are you calm under pressure, compassionate, and looking for a role where every shift has a real impact?

We are looking for friendly, reliable and motivated individuals to join our dedicated Alarm Receiving Centre (ARC) team. Our service operates 24 hours a day, 365 days a year, providing vital support to vulnerable adults living independently in the community.

As an Emergency Call Handler, you will be the first point of contact for individuals requiring urgent assistance, helping to coordinate the appropriate response and provide reassurance during difficult situations.

No previous experience is required. We will provide all the training and support you need to succeed.

The Role

Working within a fast-paced and rewarding environment, you will:

Respond to emergency alarm calls promptly and professionally.

Provide reassurance and coordinate appropriate assistance.

Support vulnerable adults to remain safe and independent.

Handle out-of-hours calls on behalf of local authorities, including:

Emergency Repairs

Environmental Health

Homelessness Services

Social Services

Liaise with emergency services, contractors, family members and partner agencies.

Maintain accurate records and update computer systems.

Support the smooth day-to-day operation of the Alarm Receiving Centre.

Shift Patterns

As part of a 24-hour emergency service, flexibility is essential.

Day Shift: 07:00 - 19:00
Night Shift: 19:00 - 07:00

We offer both:

12-hour shifts

6-hour day shifts where applicable and once changed

Shifts are used to support annual leave cover and service demands and may include weekends and Bank Holidays.

About You

We are looking for people who:

✔ Remain calm and professional in emergency situations
✔ Have excellent communication and customer service skills
✔ Are caring, compassionate and approachable
✔ Work effectively both independently and as part of a team
✔ Have good attention to detail and accurate data entry skills
✔ Are confident using IT systems and learning new technology
✔ Can make informed decisions using their own initiative
✔ Have a clear and professional telephone manner

Full Training Provided

No previous experience is necessary.

Successful candidates will complete a comprehensive six-week training programme, followed by ongoing support and development to help build confidence and skills within the role.

What We Offer

Competitive hourly rate

Full training provided

All equipment supplied

Supportive and welcoming team environment

A role with genuine community impact

Hybrid working opportunities

Free onsite parking

Employee Assistance Programme

Mental Health First Aiders

Annual flu vaccinations and health checks

Cycle to Work Scheme

Leisure centre and local venue discounts

Staff wellbeing initiatives and social events

Join Our Team

If you're looking for meaningful work where you can make a real difference to people's lives while developing valuable customer service, communication and emergency response skills, we'd love to hear from you.

For an informal discussion about the role, please contact:

Charlotte Foster 07500950705 or Steve Jones 07425621809
ARC Team Managers.

Apply Now

Complete the online application form and submit:

An up-to-date CV

A supporting statement demonstrating how you meet the requirements of the role.

Help provide reassurance, support and assistance when people need it most. Join our Alarm Receiving Centre team today.

LGR

Mole Valley District Council is preparing for a major transformation through Local Government Reorganisation (LGR) which will come into effect on 1 April 2027. The aim of LGR is to create a more streamlined, efficient and locally responsive system of government that strengthens public services. You can find out more about the LGR on the Surrey LGR Hub website.

Mole Valley District Council will become part of the new East Surrey Unitary Council and this authority will be responsible for all services in the eastern part of the county.

As we move toward LGR, we want to reassure all applicants that roles linked to Mole Valley District Council will continue beyond the transition period and arrangements are in place to ensure that staff will transfer on existing terms and conditions to the new East Surrey Council.

How to apply

CV - Click Apply Online, complete the short application form and upload your up to date CV.

Artificial intelligence

Artificial intelligence can be a useful tool to support your application, however, all examples and statements provided must be truthful, factually accurate and taken directly from your own experience. Where plagiarism has been identified (presenting the ideas and experiences of others, or generated by artificial intelligence, as your own) applications may be withdrawn.

High volume recruitment

We may close this advert early once a sufficient number of applications has been received. Please submit your application as soon as possible to avoid disappointment. – optional for high volume roles.

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