Customer Engagement Advisor

Customer Engagement Advisor

Location: Blackburn (office-based)

Hours: Full-time or part-time available, rota-based covering core, evening and weekend hours

Salary: Competitive base + commission

Make every conversation count. Help people live safely and independently at home.

Are you passionate about making a real difference in people's lives? Join Careium UK, a leading provider of technology-enabled care, supporting over half a million individuals across Europe to live safer, more independent lives. With a strong presence in the UK and a legacy of innovation, Careium delivers smart telecare solutions, from personal alarms and fall detectors to GPS trackers and home sensors, all monitored by our expert 24/7 response centre.

We're growing our Private Pay (B2C) service line and building a dedicated team to support individuals and families who are actively seeking independent living solutions. As part of this exciting expansion, we're looking for empathetic, confident professionals to join us and help shape the future of our direct-to-consumer services.

What You'll Be Doing

Customer Conversations & Guidance

· Respond to inbound calls, web enquiries, and follow-up leads

· Understand customer needs through active listening and thoughtful questions

· Recommend the most suitable service package based on individual needs

· Support customers through sign-up and onboarding with clarity and care

Customer Experience

· Provide reassurance and clear guidance to customers and their families

· Deliver exceptional service with sensitivity, especially to elderly or vulnerable individuals

· Ensure customers fully understand pricing, features, and next steps

Compliance & Accuracy

· Set up accounts and Direct Debit payments with precision

· Ensure all interactions meet data protection and payment regulations

· Keep accurate records in our CRM system

Retention & Quality

· Promote quality sign-ups that stay active beyond onboarding

· Support retention activities like care-check calls and proactive follow-ups

What You'll Bring

Essential

· Experience in customer engagement

· Strong communication and influencing skills

· Confidence in guiding customers through decisions while maintaining trust

· Empathy and professionalism when speaking with vulnerable people

· Flexibility to work shifts including evenings and weekends

Desirable

· Background in healthcare, alarm monitoring, insurance, telecoms or financial sector

· Familiarity with Direct Debit or subscription-based services

· Experience supporting elderly or vulnerable customers (training provided)

What You'll Receive

· Competitive salary with uncapped commission

· Shift premiums for evenings and weekends

· Full training in product, customer support, compliance and safeguarding

· Career progression as our B2C team grows

· A meaningful role — every conversation helps someone live safely and independently

Working Pattern

· Standard office hours

· Evening shifts (up to 11pm)

· Weekend rotation (core hours)

Ready to make a real difference with every conversation?

Join Careium UK as a Customer Engagement Advisor, and help shape the future of independent living.

Job Types: Full-time, Permanent

Pay: £25,000.00-£26,500.00 per year

Benefits:

• Bereavement leave
• Company pension
• Employee discount
• Enhanced maternity leave
• Enhanced paternity leave
• Free parking
• Health & wellbeing programme
• Life insurance
• On-site parking
• Sick pay

Ability to commute/relocate:

• Lancashire BB1 2QE: reliably commute or plan to relocate before starting work (required)

Application question(s):

• Do you have any unspent criminal convictions under the Rehabilitation of Offenders Act 1974?

Experience:

• Customer Service: 2 years (required)
• B2C Sales: 2 years (required)

Work authorisation:

• United Kingdom (preferred)

Work Location: In person