Emergency Response Operator

About the Company

Tunstall is a worldwide provider of telecare and emergency response solutions, focused on helping people remain safe and independent in the home or setting they choose. In Australia and New Zealand, the team delivers reassurance and support through emergency medical devices and round-the-clock call centre assistance.

Role Overview

This is a meaningful contact centre position where your first response can make a real difference in urgent situations. The team has 3 full-time openings, each offering 38 hours per week on a rotating 24/7 roster. The role is based at Eagle Farm, Queensland, with hybrid work options available for some shifts after training.

What You Will Do

• Respond to incoming calls generated by clients’ medical and duress alarm systems
• Contact emergency services when situations require escalation
• Offer calm reassurance and steady support during high-pressure moments
• Work in line with established procedures and complete administrative tasks accurately
• Assist with accidental activations and test alarm calls, including troubleshooting where needed

Roster and Working Conditions

This service operates every day of the week, so flexibility is essential. Shifts may include afternoons, nights, and weekends, and penalty rates apply to these hours. Rosters are shared one month in advance.

What We Are Looking For

• Strong interpersonal skills with a naturally empathetic and composed phone manner
• Ability to remain calm and effective in emergencies
• Excellent focus on accuracy and detail
• Prior experience in customer service
• Comfort using computers, with fast and precise typing skills
• Current First Aid certificate, or a willingness to obtain one
• Dependable, collaborative, and interested in a stable long-term opportunity

Benefits

• Pay above award rates, plus penalty loadings
• 5 weeks of annual leave for shift workers, pro rata
• Access to a free onsite gym and coffee machine
• Free parking on site and in nearby locations
• Discounts and employee benefits through Employment Hero and CommBank
• Team events and recognition initiatives
• Company-funded counselling support for employee wellbeing
• A workplace culture centred on learning and performance with purpose

Diversity and Inclusion

Tunstall encourages applications from people of all backgrounds and experiences, and especially welcomes Aboriginal and Torres Strait Islander peoples, along with applicants from all communities, identities, and lived experiences.

Application Requirements

Applicants must have the legal right to work in Australia. If selected, the company will pay for the required checks during onboarding, including a Police Check and an NDIS Worker Check.

Additional Information

This opportunity is ideal for someone looking for work with genuine purpose, where each call contributes to supporting people in critical moments.