Emergency Response Operator

About Us
As part of a global company, Tunstall is the market leader of telecare solutions. Tunstall's assistive technologies aid people with additional needs to maintain their independence, confidence and the ability to live safely in the place of their choice. Our Australian and New Zealand teams provide support and assistance at the press of a button, delivering peace of mind and reassurance to clients and their families with our emergency medical devices and 24/7 call centre support.

What There Is

• That feel-good feeling to help people who need it
• Great training and onboarding to the team
• Amazing and supportive leaders
• Hybrid working opportunities for the right people who have suitable home equipment (once fully trained)

Purpose of the role
We have a full-time (38 hours) and a part-time role (30.4 hours) available where you'll be part of a unified team of operators supporting a wonderful group of clients. The position is an over the phone client-facing role, which is vital for us to provide the excellent customer service and response support our clients require.

Responsibilities

• Be the first point of contact for our clients with their medical alarms
• Answer a variety of medical alarm activations, from emergency assistance calls to general testing and troubleshooting
• Notify the emergency services when required and communicate critical details that could save a life
• Follow important protocols and administration requirements
• Provide reassurance and peace of mind to our clients and their family members

Experience And Requirements

• Engaging 'people person' with the ability to demonstrate empathy
• Proven experience in customer service and exceptional listening skills
• Excellent resilience
• Computer literate, ability to pick up new systems quickly and accurate typing skills
• First aid certificate, or willing to get one
• A team player who will add to our already amazing workplace culture
• Someone who is looking for the long-term career stability that we can provide

Flexibility
As we are always supporting our clients, we are a 24/7 business, so we are looking for people who can be flexible with their availability. There may be a requirement to work weekend and evening shifts with these roles to fill the roster so that our clients are fully supported.

Penalty rates apply when rostered to work unsociable hours, for the entire shift You are given the roster a month in advance so you can plan your time off with this in mind. There are also times when you can pick up extra shifts if you want to if you are in the part-time role.

We happily offer hybrid working opportunities for fully trained staff (it generally takes around 3-6 months to get fully trained), who have a strong work ethic, along with suitable computer equipment and good internet access at their homes.

Why us?
We Offer Our Employees

• Hybrid flexible remote working opportunities, once trained
• Above Award rates paid, with penalty rates for some shifts
• 5 Weeks' Annual Leave (prorata part-time) for shift workers
• Great induction and orientation process to welcome you onboard
• Free onsite and close-by street parking
• Opportunities for training and development so you can grow within your role and throughout the company
• Fun and regular staff events - we love food
• Onsite gym and coffee machine
• Instant and yearly recognition awards
• Warm and friendly culture
• Free counselling service with a focus on mental wellbeing
• Discounts and benefits

Diversity & Inclusion
We're passionate about ensuring our team reflects the brilliant and unique qualities of the people and communities we support. At Tunstall, you'll find a place where you're valued and celebrated for being yourself. We empower our people to deliver the very best teamwork, innovation and thought leadership by creating an environment where we champion diversity and inclusion. Each Tunstall colleague has a superpower…they're unique. No one else is them, and we think that's special. Come and join our mission and be part of our team, our One Tunstall team. We encourage Aboriginal and Torres Strait Islander people to apply.

To be successful, candidates must have the appropriate work eligibility rights. Candidates are required to provide a
Police check, Working with Children check (Blue Card)
and
NDIS Worker check
- all organised and paid for by us.