Emergency Call Handler

Careium AB; Blackburn; Hybrid; GBP 12,000 - 18,000; Part time

Benefits offered by this job

Flexible hours

Annual leave increase with service

Cash health care plan

Life Assurance

Pension contributions up to 6%

Free on-site parking

Learning and development opportunities

Job summary

Careium UK is seeking an Emergency Call Handler in Blackburn, Lancashire. You will join our 24/7/365 alarm receiving team, handling calls with care and professionalism while documenting details in our systems.

The role supports clients in emergencies, guides troubleshooting, and coordinates with service teams to ensure safety. The position offers flexible shifts (morning, evening, night) on a 2-week rolling rota with benefits including health cover, life assurance, pension contributions, and

Qualifications

• High contact volume experience is preferred.
• Customer-focused and patient communication skills are essential.
• Proficiency with record-keeping systems and MS Office.
• Adaptability to shift changes and new technology.

Responsibilities

• Assess and manage emergency situations promptly and calmly.
• Record call details accurately in computer systems.
• Provide timely guidance and support to clients during calls.
• Troubleshoot basic alarm equipment and GPS devices as needed.
• Monitor alarms and address power or battery issues.

Skills

High contact volume

Professional and caring

Customer experience

System proficiency

Adaptability

Multitasking

Attention to detail

Relevant experience

Tools

Microsoft Office

Job description

Emergency Call Handler

28 to 36 hours per week on a 2-week rolling rota
Morning, Evening & Night Shifts Available
Location: Blackburn, Lancashire

AtCareium, we operate a 24/7/365 Alarm Receiving Centre, dedicated to providing continuous support and peace of mind to our clients. We understand the importance of work-life balance and are proud to offer roles with flexible hours that can adapt to your current schedule and commitments. Whether you're looking for a full-time opportunity, part-time with regular set shifts, or full flexibility to work hours that accommodate your ever-changing life, we have a place for you!!

Who are We:

Careium UK are one of Europe’s largest telecare organisations, providing products and services to over 250,000 private and corporate clients. We are here to help our clients maintain and enjoy a richer and more independent life.

We offer a completely digital telecom-system, making it possible for all our vulnerable and elderly clients to feel safe in the comfort of their home, as well as in the outside world. With our excellent team of in-house Emergency Call Handlers, we maintain our own 24/7/365 Alarm Receiving Centre, along with our own Mobile Response Team.

About the role:

At Careium UK you don’t have to choose between purpose and progress. Here, your daily contribution will directly impact the lives of our clients & service users. You will have the opportunity to give back to the local and wider community while also investing in your own future and career development.

As we evolve our structure to better serve our clients, we are looking for an Emergency Call Hander to join our growing out of hours team based in Blackburn, Lancashire.

As an Emergency Call Handler at Careium UK you will contribute to the provision of the highest quality telecare and telephone response service for every client. You will approach every call with sensitivity, understanding and patience, ensuring that the client receives the appropriate support that they need whilst also complying with our client and regulatory requirements.

What does a day in the life of our Emergency Call Handler look like?

• Assessing and managing emergency situations: Quickly and effectively resolving emergencies by contacting next of kin, emergency services, or other support as needed.
• Recording call details: Accurately documenting all received calls using our computer systems.
• Swift action: Responding promptly to information provided by customers in traumatic and life-threatening situations.
• Customer support: Guiding customers through basic troubleshooting checks on alarm equipment and GPS-enabled wearable devices. If necessary, passing information to the customer services department.
• Monitoring alarms: Keeping an eye on automatic signals from alarms and addressing power or battery issues.

What skills and experience are we looking for?

• High contact volume: Comfortable working in an environment with a high volume of interactions.
• Professional and caring: Confident, professional, and patient manner on the telephone.
• Customer experience: Ideally, experience in dealing with customers.
• System proficiency: Experience using various systems to keep records updated and familiarity with Microsoft Packages.
• Adaptability: Flexible and adaptable to change; comfortable with new technology.
• Multitasking and inquisitive: Ability to multitask, follow procedures, and possess an inquisitive nature.
• Attention to detail: Demonstrates a high level of attention to detail.
• Relevant experience: Previous experience in a care, customer service, or call centre environment is desirable.

We Offer:

• Flexible working patterns that can fit around your life
• Annual leave that increases with length of service
• A Cash Health Care plan, offering discounts for Dental and Optical procedures and much more.
• Life Assurance, worth 3 times the value of your annual salary
• Pension contributions of up to 6%
• Free On-Site Parking
• Learning and Development Opportunities