Job Description

Inclusion is one of our core values. Our goal is to be a diverse, inclusive organisation where our people thrive and meet our customers’ needs with fairness and empathy. We know having a range of ideas and opinions makes a difference. We encourage and welcome applications from people from diverse backgrounds to support this mission. We will make adjustments throughout your application process, in line with Sanctuary’s commitment to our Disability Confident employer status.

Call Handler

Eden Point, Three Acres Lane, Cheadle, Cheshire, SK8 6RL

£14.49 per hour

15 hours per week, weekend working

Be the quiet support behind life’s delightful routines

Hi, hello, bonjour, cześć, hallo, bună, merhaba!

However you say hello, you’ll find a warm welcome at Sanctuary LumaLiving. We’re excited to welcome a new Call Handler to our team, where we focus on the small, everyday interactions that help people feel supported, confident and connected.

You’ll join a warm, community-focused team supporting our customers to keep living life confidently with our assistive technology. We value what makes you unique, and the impact you have on the people we support. We’ll equip you with the right tools to help you build confidence in your role, with plenty of development opportunities that keep you moving forward.

We’re proud to be part of the Sanctuary Supported Living family, recognised as the 2025 Housing with Care Employer of the Year As a not-for-profit organisation, we reinvest in our people and our services, creating an environment where you can learn, develop and be part of something meaningful.

Your role

• Undertaking responsive and proactive call handling that feels calm and clear
• Responding to emergency calls with reassurance and steady confidence
• Keeping data systems and customer records up to date
• Offering a warm, high-quality service every time
• Working in a hybrid way after six months

(If you have experience as a Contact Centre Advisor, Customer Service Advisor, Emergency Call Handler or supporting people over the phone, we’d love to hear from you).

Your skills

• Experience in a similar customer focused role
• Strong communication and listening that helps people feel heard
• Organisational skills that support smooth, timely work
• Basic understanding of information systems and databases
• Excellent spoken and written English skills, with the ability to communicate with our customers in a clear, calm and professional way
• GCSE Grade C (or equivalent) in English and Maths

Your rewards

You deserve more than the basics. That’s why, alongside 31 days’ annual leave pro rata (rising to 36, including bank holidays), occupational sick pay linked to length of service, and a contributory pension scheme, we’ve created a package to help you thrive:

• Bank holiday enhancements, for any bank holidays you’re scheduled to work
• Health and wellbeing support, including virtual GP appointments and access to everyday advice and short-term counselling with our Employee Assistance Programme
• Company-paid life insurance
• Parental leave arrangements, paid volunteering days, and an annual leave purchase scheme
• Company-funded training and ongoing career development opportunities
• Flexible working options and an inclusive culture where everyone belongs, including our Youth Panel, PRISM, Disability, Race Equality and Parent networks
• Exclusive retail discounts, Cycle to Work, and salary sacrifice arrangements

Some rewards are subject to a qualifying period or other criteria – visit our website for more information.

Ready to bring everyday confidence to life? Apply today and start a role where your warmth, clarity and curiosity can make a real difference. Explore our values, culture, and team stories at www.sanctuary-lumaliving.co.uk/jobs or follow us on socials.

Before you apply

• We can only accept applications from individuals with the right to work in the UK
• All roles require safeguarding and pre-employment checks, including criminal records and overseas police checks if needed; for more information, please get in touch
• Internal candidates should apply via their internal careers account
• We may close this advert early, so please apply as soon as possible

Inclusion is one of our core values We’re committed to being a diverse and inclusive organisation where everyone can thrive. We welcome applications from people of all backgrounds and will make reasonable adjustments throughout the recruitment process in line with our Disability Confident employer status.

We work closely with the Home Office in order to prevent illegal working

An enhanced Disclosure and Barring Service check will be necessary in the event of a successful application which we will pay for.

Sanctuary LumaLiving is a trading name of Sanctuary Housing Association and Sanctuary Home Care Limited, both exempt charities.