Emergency Response Operator

About the company

Tunstall Australasia is a global telecare and emergency response specialist that helps people remain safe and independent in the home and setting they choose. Across Australia and New Zealand, the team provides support through emergency medical devices and a 24/7 call centre, offering reassurance to clients and their families when it is needed most.

About the role

This position is more than a standard call centre job. It is a meaningful role where you become the first point of contact for clients during critical moments, including medical emergencies and routine system checks. The employer has 4 full-time positions available, each for 38 hours per week, working on a rotating 24/7 roster. The role is based at the Eagle Farm office, with hybrid work options available for some shifts after training.

Key duties

• Handle incoming calls activated by clients’ medical and duress alarms.
• Contact emergency services when a situation requires escalation.
• Offer calm reassurance and steady support to callers.
• Work in line with established procedures and complete administrative tasks accurately.
• Investigate accidental activations and test alarm calls, providing the necessary assistance.

What the employer is looking for

The ideal candidate is empathetic, confident on the phone, and able to remain composed under pressure. Strong customer service experience, solid computer literacy, fast and accurate typing, and a keen eye for detail are important. A current First Aid certificate is preferred, although the employer is open to candidates willing to obtain one. The role also suits someone dependable, collaborative, and interested in a stable long-term opportunity.

Roster and working conditions

This is a 24/7 service, so flexibility is essential. The roster includes afternoon, night, and weekend shifts, with penalty rates applying for those hours. Work schedules are shared one month in advance.

Benefits

The role comes with above-award pay, penalty rates, and 5 weeks of annual leave for shift workers on a pro-rata basis. Additional benefits include access to a free onsite gym and coffee machine, free parking both onsite and nearby, employee discounts and benefits through Employment Hero and CommBank, team events, recognition awards, and company-funded wellbeing counselling. The organisation also promotes a learning and performance-focused culture with purpose.

Diversity and inclusion

The workplace values diversity of background, experience, identity, and perspective, and welcomes applications from Aboriginal and Torres Strait Islander peoples as well as people from all communities and lived experiences.

Application and onboarding requirements

Applicants must have the right to work in Australia. If selected, the employer will cover the cost of the required checks after the offer stage, including a Police Check and an NDIS Worker Check.

Important notes

The organisation is looking for someone who wants a role with genuine purpose, where each call can make a real difference.