Emergency Response Operator

About Us

Join Tunstall, a global leader in telecare and emergency response dedicated to helping people live safely and independently in their chosen environment. Our teams across Australia and New Zealand provide vital support at the press of a button, bringing comfort and reassurance to clients and their families through emergency medical devices and 24/7 call centre assistance. As an Emergency Response Operator, you will be the crucial first contact for clients during urgent medical situations, protection concerns, and system inquiries.

Role Overview

This role is more than a typical call centre position—your work makes life-saving impacts daily. We have two full-time vacancies offering 40 hours per week each: one working four days a week covering Thursday to Sunday with extended shifts including overnight, and another operating on a rotating 24/7 schedule. Based in Tauranga, with potential hybrid work options post-training, your duties will involve receiving and managing medical and security alarm calls, dispatching emergency responders, offering calm reassurance, following procedure accurately, and troubleshooting any inadvertent alarms.

Key Responsibilities

• Answer incoming calls triggered by medical or duress alarms from clients
• Coordinate dispatch of emergency services as required
• Maintain composure and provide reassurance during high-pressure incidents
• Adhere strictly to protocols and accurate administrative processes
• Troubleshoot and support accidental or test alarm calls

Candidate Profile

• Excellent interpersonal skills with empathy and calm phone manner
• Strong emotional resilience to remain composed during emergencies
• Meticulous attention to detail
• Dependable and team-oriented with a desire for long-term stability
• Demonstrated customer service background
• Proficiency in computer use and quick, precise typing
• First Aid certification or willingness to acquire it

Work Schedule & Flexibility

• Operate on a rotating roster including afternoon, night, and weekend shifts (with applicable penalty rates)
• Work schedules assigned one month ahead

Benefits of Joining Tunstall

• Compensation above Living Wage plus penalty rates
• Five weeks of annual leave for shift workers
• Complimentary parking and coffee
• Access to discounts and benefits via the PERKS platform
• Team building events and award recognition programs
• Employee wellbeing counselling funded by the company
• Training and career development opportunities in a mission-driven organization

Diversity and Inclusion

Tunstall embraces diversity across all dimensions including cultural background, experiences, gender identities, and abilities. We actively encourage applications from Māori, Pasifika, LGBTQIA+ communities, people with diverse abilities, and all others who add to our inclusive environment. We strive to maintain an equitable workplace where everyone is respected and empowered.

Additional Information

• Applicants must have valid work rights to be considered
• A Police check is required, and Tunstall will facilitate and cover the cost