Call Handler (Out of Hours)
Full & Part Time Shift Patterns During Service Hours (on a rota basis)
Service Hours: 5pm – 9am, 7 days per week
Blackburn, Lancashire
Who Are We?
Careium UK is one of Europe’s leading telecare organisations, supporting over 250,000 private and corporate clients. Our mission is to help individuals live safer, more independent, and fulfilling lives.
We provide a fully digital telecare system, enabling vulnerable and elderly clients to feel safe both at home and when out in the community. Our services are delivered through our dedicated 24/7/365 Alarm Receiving Centre and supported by our in-house Emergency Call Handlers and Mobile Response Team.
We are also proud to be a Real Living Wage Employer, meaning we are committed to paying our employees a wage that is independently calculated to reflect the true cost of living. This demonstrates our dedication to fairness, employee wellbeing, and valuing the important work our teams carry out every day.
About the Role
At Careium UK, you don’t have to choose between making a difference and developing your career. Every day, your contribution will have a direct and meaningful impact on the lives of our clients and service users.
As part of our continued growth and evolving service model, we are seeking Call Handlers to join our Out of Hours team in Blackburn.
In this role, you will provide essential support to councils and housing associations outside of standard working hours. You will follow established procedures to manage a range of urgent situations, including (but not limited to) homelessness cases, emergency repairs, dangerous structures, and other critical incidents that require immediate action.
What Does a Day Look Like?
As an Emergency Call Handler, your responsibilities will include:
1. Managing emergency situations: Quickly assessing and responding to urgent calls to ensure the best possible outcomes
2. Recording accurate information: Logging all call details clearly and efficiently using internal systems
3. Taking swift action: Acting promptly on information provided by customers and stakeholders
4. Providing customer support: Guiding callers through basic troubleshooting where appropriate
5. Monitoring alarm systems: Responding to automatic alerts and addressing issues such as power or battery faults
What We’re Looking For
6. Resilience in a busy environment: Comfortable managing a high volume of calls and interactions
7. Professional communication skills: Calm, confident, and empathetic telephone manner
8. Customer service experience: Previous experience working with customers is desirable
9. System proficiency: Confident using multiple systems, including Microsoft Office applications
10. Adaptability: Flexible approach with a willingness to embrace new technologies and ways of working
11. Strong multitasking ability: Able to follow procedures, prioritise tasks, and think critically
12. Attention to detail: Accurate and thorough when recording information
13. Relevant experience: Background in care, customer service, or a call centre environment is advantageous
What We Offer
14. Flexible working patterns to support work-life balance
15. Generous annual leave, increasing with length of service
16. Cash Health Care Plan (including dental and optical support)
17. Life assurance (3x annual salary)
18. Pension contributions of up to 6%
19. Free on-site parking
20. Ongoing learning and development opportunities
If you’re ready to become an Everyday Hero and want to be part of a team that truly makes a difference, we would love to hear from you. Join a business that saves lives and adds real value to people every day.