Job Summary
Title: Telecare Response Officer
Contract Type: Fixed Term, 12 months FT, 36.25 hours; Permanent FT 36.25 hours.
Salary: £26,712 – £28,879 per annum, depending on experience.
Reporting Office: Fiona Gardens, Manchester.
Persona: Mobile/Field Based Worker; contractual hours from various locations including resident home, estates, etc., with ad hoc office attendance as needed.
Working Pattern: 7.25-hour day shifts between 6 am and 9 pm, alternating weekends and bank holidays on a rota basis. Additional payments: 50% extra for weekend shifts, 20% extra for early morning and late evening weekday shifts.
Closing Date: 8th June 2026. Interview dates: 15, 16, 18 June 2026. Early applications are encouraged as the advertisement may be closed earlier.
Note: The advertised title is Telecare Response Officer; within L&Q Living it is Trustcall (Alert & Response Technician).
Benefits
* 25 days annual leave, rising to 30 days with length of service, plus bank holidays.
* Westfield Health Cash Plan.
* Excellent pension plan and non‑contributory life assurance.
* Up to 21 hours volunteering paid days.
* Lifestyle benefits and Employee Assistance Programme.
Responsibilities
* Emergency response & call handling: Monitor and respond to emergency calls in the Alarm Receiving Centre (ARC).
* Installation & maintenance: Install and maintain telecare alarm equipment using basic DIY skills.
* Customer interaction & support: Deliver exceptional customer service, assess client needs, and connect them with relevant support services.
* Collaborative work & reporting: Work closely with external partners such as Police and Social Services, maintain accurate records and comply with data protection policies.
* Equipment review & emergency visits: Conduct regular reviews of equipment and customer needs; provide on‑site assistance during emergencies.
* Fleet management: Perform safety checks and maintain emergency response vehicles, keeping them clean, stocked and ready for use.
Qualifications
* Awareness of vulnerable customer needs: Ability to identify barriers faced by older and vulnerable clients and provide appropriate support.
* Excellent customer service skills: Relevant practical experience in a customer‑focused environment.
* Strong communication & interpersonal skills: Effective interaction with customers, colleagues and external partners.
* Basic DIY skills: Competency in using tools for installing and maintaining telecare equipment.
* Full UK driving licence: Essential for responding to emergency callouts.
DBS and Checks
The successful candidate must apply for or hold an Enhanced Disclosure Barring Service (DBS) certificate to work within the team.
Reasonable Adjustments
If you require reasonable adjustments at any stage of the hiring process, please contact the recruitment team.
Safeguarding
L&Q is committed to safeguarding and promoting the welfare of children, young people and vulnerable adults. The successful applicant will be required to undertake appropriate safeguarding checks.
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