We are a values driven organisation committed to achieving our mission of ‘One team, transforming lives’. Working for us means you can make a difference to the lives of vulnerable people in Stockport every day. It’s also means you get to be part of a thriving and forward-looking organisation that prides itself on being a great place to work. We are recruiting a Senior Carecall Officer to support the effective delivery of a 24-hour, 365-day monitoring and response service to customers across the borough of Stockport. Carecall supports over 5,000 customers and provides a vital telephone monitoring service alongside a TSA-accredited Falls Response Service, helping people remain safe, independent and confident in their own homes.
As a Senior Carecall Officer, you will provide day‑to‑day oversight across shifts, co‑ordinating duties, managing daily cover and taking responsibility for the allocation of work. You will use your knowledge and judgement to make operational decisions based on customer need, available resources and the skills within the team, while supporting Team Leaders to ensure services are delivered in line with relevant policies, procedures and the TSA Quality Standards Framework.
This is a rewarding and responsible role that involves responding to emergency alarm calls, providing reassurance and support to customers in distress, and ensuring appropriate assistance is arranged quickly and effectively. You will also attend customers’ homes to support the delivery of a safe, professional and compassionate lifting service when required.
As a senior member of the team, you will act as a point of guidance for colleagues during shifts, supporting consistent decision‑making, high standards of customer care and accurate recording of interventions. You will also support colleagues with basic repairs, maintenance and installation of monitoring equipment and assistive technology, helping to promote technology‑enabled care solutions that support customers to live independently.
We are looking for someone who is caring, empathetic and able to build trust with customers, with the confidence to respond calmly and professionally in emergency situations. The successful candidate will be self‑motivated, organised and able to work independently, including working alone at times and with different colleagues across shift patterns. You will have the confidence to take the lead when needed, support colleagues, prioritise work effectively and maintain a calm, solutions‑focused approach in a busy operational environment. Previous experience of working with vulnerable individuals in a fast‑paced environment is essential.
Candidates will have robust IT skills to effectively utilise Microsoft packages and several in‑house systems, with previous experience of clear and accurate recording of customer interventions. You will be confident following procedures, supporting the use of technology‑enabled care solutions and helping customers understand the assistive technology available to them.
A driving licence is necessary for this role.
The SHG “Be You” approach sums up our belief that everyone has the right to be who they are, and to be that person at work, in line with SHG’s Values.We’realways looking to improve diversity within our teams to enhance this culture and to be truly representative of the communities we work in.
This role will be on SKylightterms and conditions.
The successful applicant's appointment will be subject to satisfactory enhancedclearance by the Disclosure and Barring Service.
Job Summary
- Location: Stockport
- Organization: Stockport Homes Group
- Job Type: Permanent, Full Time
- Salary: £33,673 per annum
- Closing Date: 18/10/2026
- Reference ID: 37238
Closing Date: 18th October 2026
Interview Date: 23rd October 2026
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Senior Carecall Officer in Stockport employer: Housing Diversity Network
Housing Gateway is an exceptional employer, offering a unique opportunity to influence the housing landscape in Enfield while working alongside a collaborative Board. With a commitment to social purpose and innovative housing solutions, employees can expect a supportive work culture that values independent thinking and professional growth. This role not only allows for strategic input into a well-established organisation but also provides the chance to make a meaningful impact on the lives of local residents.
