Call Handler (Out of Hours)

Careium; Blackburn; Hybrid; GBP 15,000 - 22,000; Full time

Benefits offered by this job

Flexible rotational shift patterns

Real Living Wage Employer

Generous annual leave

Health Cash Plan including dental and

Job summary

Careium UK is seeking compassionate Out of Hours Call Handlers in Blackburn to support local authorities and housing partners outside office hours. You will handle urgent calls, coordinate emergency responses and ensure safe, timely outcomes.

Full training is provided. The role is full-time (37.5 hours weekly) with a 5:00pm–9:00am rotating pattern and on-site working at our Blackburn site, offering a Real Living Wage and progression opportunities.

Qualifications

• Calm, compassionate and resilient with a customer-first approach.
• Excellent communication and listening skills.
• Willingness to learn and follow procedures; full training provided.

Responsibilities

• Handling urgent inbound calls professionally, calmly and efficiently
• Assessing situations and following established procedures to achieve the right outcome
• Supporting callers who may be vulnerable, distressed or experiencing an emergency
• Arranging appropriate responses through emergency contacts, contractors and partner organisations
• Recording information accurately using internal systems
• Monitoring alarm activations and automated alerts
• Taking prompt action to resolve issues and elevate where required
• Providing guidance and support to customers and service users
• Working collaboratively with colleagues to deliver an excellent service

Skills

Calm under pressure

Excellent communication

Empathy

Telephone etiquette

Attention to detail

Teamwork

Job description

Evening, Night & Weekend Shifts on a Planned Rotational Rota

Make Every Call Matter

Looking for more than just another customer service job?

At Careium UK, every call you take has the potential to make a real difference. Whether you're helping someone access emergency accommodation, arranging an urgent repair, supporting a vulnerable resident, or coordinating a response to a critical incident, you'll be there when people need help most.

We're looking for calm, compassionate and resilient individuals to join our growing Out of Hours team in Blackburn. If you enjoy helping people, thrive in a fast-paced environment and want a role with genuine purpose, we'd love to hear from you.

Who Are We?

Careium UK is one of Europe's leading telecare providers, supporting more than 250,000 customers across the UK and beyond.

Our mission is simple: helping people live safer, more independent and fulfilling lives. Through innovative technology and exceptional service, our teams provide reassurance and support 24 hours a day, 365 days a year.

Our Alarm Receiving Centre and dedicated support teams handle thousands of calls every year, providing practical assistance, emergency support and peace of mind to those who rely on us.

We're also proud to be an accredited Real Living Wage Employer, demonstrating our commitment to paying a wage that reflects the true cost of living and recognising the valuable contribution our employees make every day.

The Opportunity

As an Out of Hours Call Handler, you'll provide vital support on behalf of local authorities, housing associations and other partners outside of normal office hours.

No two shifts are ever the same.

One moment you could be arranging an emergency repair, the next helping someone experiencing a housing crisis, coordinating contractor attendance, managing a dangerous structure report or responding to another urgent situation requiring immediate action.

You’ll receive full training and ongoing support to ensure you have the confidence, knowledge and tools needed to succeed.

What You'll Be Doing

• Handling urgent inbound calls professionally, calmly and efficiently
• Assessing situations and following established procedures to achieve the right outcome
• Supporting callers who may be vulnerable, distressed or experiencing an emergency
• Arranging appropriate responses through emergency contacts, contractors and partner organisations
• Recording information accurately using internal systems
• Monitoring alarm activations and automated alerts
• Taking prompt action to resolve issues and elevate where required
• Providing guidance and support to customers and service users
• Working collaboratively with colleagues to deliver an excellent service

What We’re Looking For

We're interested in attitude and potential as much as experience.

You will be someone who:

• Enjoys helping people and making a positive difference
• Remains calm and professional under pressure
• Has excellent communication and listening skills
• Is confident speaking with customers over the telephone
• Can follow procedures while thinking on their feet
• Is comfortable using multiple computer systems simultaneously
• Has strong attention to detail and accuracy
• Can prioritise tasks and manage competing demands
• Works well independently and as part of a team

Experience in any of the following would be beneficial:

• Emergency services
• Housing or local authority services
• Care or support work
• Service desk or helpdesk environments

However, full training will be provided.

This is a full-time position based on an average of 37.5 hours per week, working a rotational Out of Hours shift pattern.

Our service operates between 5:00pm and 9:00am, 7 days per week, with shifts planned in advance and allocated on a rota basis.

Example 2-Week Shift Pattern

Week 1

• Monday: 5:00pm - 1:00am
• Tuesday: 5:00pm - 1:00am
• Thursday: Rest Day
• Friday: Rest Day
• Saturday: 9:00am - 5:00pm
• Sunday: 9:00am - 5:00pm

Week 2

• Monday: 5:00pm - 1:00am
• Tuesday: 5:00pm - 1:00am
• Thursday: 5:00pm - 1:00am
• Friday: 4:00am - 12:00pm
• Saturday: Rest Day
• Sunday: Rest Day

Please note this is an example rota and shift patterns may vary in line with operational requirements.

What We Offer

• £13.45 per hour
• Flexible rotational shift patterns
• Real Living Wage Employer
• Generous annual leave entitlement, increasing with service
• Health Cash Plan including dental and optical benefits
• Life Assurance (3x annual salary)
• Employer pension contributions of up to 6%
• Free on-site parking
• Comprehensive induction and training programme
• Ongoing learning and development opportunities
• Career progression opportunities within a growing organisation
• The chance to genuinely help people every day

Who Succeeds Here?

The people who thrive at Careium are those who remain calm when others need support, enjoy solving problems, communicate effectively and take pride in delivering exceptional customer service.

If you're looking for a rewarding role where your work has a real impact and no two days are the same, we'd love to hear from you.

Become an Everyday Hero.

Join Careium UK and make a difference when it matters most.