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

**Purpose of the role**

We have a full-time role available where you'll be part of a unified team of operators supporting a wonderful group of clients. This role supports our clients by working **permanent overnight shifts**. 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

**Hours of Work**

The role is a permanent full-time position working 38 hours per week at night, with shifts starting at 9:30pm and finishing at 7:00am. While the role is for our nightshifts, the _initial training will be during business hours for a minimum of 4 weeks_, or until you are marked as successfully completed with your initial training. Then we will assign you to the set night shift roster, which may be from Monday to Sunday as we are 24/7, and then you receive the appropriate eligible penalty rates on top of the hourly rate.

**Why us?**

We offer our employees:

- Above Award rates paid and shift penalty rates
- 5 Weeks' Annual Leave for shift workers
- Great induction and orientation process to welcome you onboard
- Free onsite and close-by street parking (always on-site for nightshift team members)
- Opportunities for training and development so you can grow within your role and throughout the company
- Fun and regular staff events - we love food, and we always ensure there is enough for the nightshift
- 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.