Emergency Call Handler

Careium AB

Blackburn

On-site

GBP 21,000 - 25,000

Full time

6 days ago

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Benefits offered by this job

Flexible hours

Paid annual leave

Health plan

Life assurance

Pension

On-site parking

Learning & development

Career progression

Meaningful work

Job summary

Careium UK in Blackburn is seeking compassionate Emergency Call Handlers to support vulnerable and elderly clients by responding to alarms, arranging care, and making welfare calls with reassurance and practical help.

Full training is provided; prior telecare experience isn’t essential. You’ll stay calm under pressure, listen carefully, and communicate clearly to keep clients safe and connected, every day.

Qualifications

Excellent communication and listening skills.
A caring, professional, and empathetic approach.
Confidence using computers and multiple systems.
Strong attention to detail and accurate record-keeping.
The ability to multitask and make decisions confidently.
A flexible and adaptable approach to work.
A positive attitude and willingness to learn.
Experience within customer service, care, healthcare, emergency response, hospitality, retail, contact centres, or similar people-focused environments would be beneficial but is not essential.

Responsibilities

Receive and manage incoming emergency alarm activations and support calls.
Assess situations quickly and calmly to determine the most appropriate response.
Contact next of kin, emergency services, healthcare professionals, or support networks when required.
Provide reassurance and support to clients during difficult or distressing situations.
Proactively contact clients to check on wellbeing and safety.
Carry out welfare and wellbeing calls where concerns have been identified.
Provide reassurance and escalate concerns where further support may be required.
Help ensure vulnerable clients remain safe, supported, and connected.
Record call details accurately using company systems.
Ensure client information is updated and maintained correctly.
Follow company procedures and regulatory requirements at all times.

Skills

Communication

Empathy

Tech skills

Attention to detail

Multitasking

Adaptability

Positive attitude

Job description

Looking for a job that actually makes a difference?

As an Emergency Call Handler at Careium UK, you'll play an important role in helping vulnerable and elderly people stay safe and independent. Whether you're responding to an emergency alarm or making a welfare call, you'll be providing support, reassurance, and practical help when it matters most.

Some jobs are just jobs.

This isn't one of them.

Every day, our team helps thousands of people stay safe, independent, and confident in their own homes. Whether you're responding to an emergency alarm, arranging support for a client, or making a welfare call to check someone is okay, you'll play a vital role in supporting people when they need it most.

Why Join Careium?

At Careium UK, you'll be joining one of Europe's leading telecare providers, supporting more than 250,000 clients across the UK. We help vulnerable and elderly people maintain their independence through innovative telecare solutions and our dedicated 24/7 Alarm Receiving Centre (ARC).

But what really makes Careium different is our people.

You'll be part of a supportive team that genuinely cares about the work we do and the people we support. Every day brings the opportunity to make a positive difference to someone's life whilst developing your own skills and building a rewarding career.

From our Blackburn-based ARC, you'll receive full training, ongoing support, and opportunities to grow within a business committed to helping people live safer, more independent lives.

About the Role

We're looking for compassionate, resilient, and customer-focused people to join our Emergency Call Handling Team in Blackburn.

This is far more than a traditional call centre role. You'll be supporting real people, often during some of their most vulnerable moments. You'll need to be calm under pressure, a great listener, and able to make decisions confidently and professionally.

Full training will be provided, so previous telecare experience isn't essential. What matters most is your ability to communicate effectively, show empathy, and genuinely care about helping others.

What You'll Be Doing

Responding to Emergency Calls

Receiving and managing incoming emergency alarm activations and support calls.
Assessing situations quickly and calmly to determine the most appropriate response.
Contacting next of kin, emergency services, healthcare professionals, or support networks when required.
Providing reassurance and support to clients during difficult or distressing situations.

Making Outbound Welfare Calls

Proactively contacting clients to check on their wellbeing and safety.
Carrying out welfare and wellbeing calls where concerns have been identified.
Providing reassurance and escalating concerns where further support may be required.
Helping ensure vulnerable clients remain safe, supported, and connected.

Supporting Our Clients

Delivering an outstanding customer experience during every interaction.
Helping customers with basic troubleshooting of telecare equipment and devices.
Signposting queries to other departments where appropriate.
Building positive relationships with clients, families, carers, and partner organisations.
Monitoring alarm and monitoring system notifications.
Responding to equipment, power, or battery-related alerts.
Taking appropriate action to ensure service continuity and client safety.

Maintaining Accurate Records

Recording call details accurately using company systems.
Ensuring client information is updated and maintained correctly.
Following company procedures and regulatory requirements at all times.

Working Pattern

Average 37.5 hours per week.

You'll work a variety of shifts between 6:00am and 11:00pm, Monday to Sunday, on a rolling 6 to 8-week rota. As part of the rota, you'll work every other weekend.

We do ask for some flexibility from time to time, as shift patterns may occasionally change to meet the needs of the service.

What We're Looking For

We're looking for people who genuinely enjoy helping others and can remain calm under pressure.

You'll ideally have:

Excellent communication and listening skills.
A caring, professional, and empathetic approach.
Confidence using computers and multiple systems.
Strong attention to detail and accurate record-keeping skills.
The ability to multitask and make decisions confidently.
A flexible and adaptable approach to work.
A positive attitude and willingness to learn.

Experience within customer service, care, healthcare, emergency response, hospitality, retail, contact centres, or similar people-focused environments would be beneficial but is not essential.

What You'll Get in Return