Emergency Call Handler

Adressa

Blackburn

On-site

GBP 21,000 - 27,000

Full time

17 hours ago

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Benefits offered by this job

Flexible working

Increased annual leave

Health plan

Life Assurance

Pension contributions

On-site parking

Learning & development

Career progression

Meaningful work

Job summary

Careium UK is seeking an Emergency Call Handler in Blackburn to support vulnerable and elderly people in their homes. You will respond to emergency alarms, make welfare calls, and provide reassurance and practical help when it matters most.

Full training is provided; prior telecare experience is not essential. The role emphasizes calm communication, empathy, and decisive action to keep clients safe and connected, with a 37.5 hour week across shifts 6:00–23:00 on a rolling 6–8 week rota,

Qualifications

Excellent communication and listening skills.
Caring, professional, and empathetic approach.
Confidence using computers and multiple systems.

Responsibilities

Receive and manage incoming emergency alarm activations and calls.
Assess situations quickly to determine the 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.
Record call details accurately in company systems.
Update client information and maintain records.

Skills

Communication skills

Empathy

Computer literacy

Multitasking

Adaptability

Customer-focused

Tools

CRM systems

Telephone systems

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're 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