Emergency Response Operator

Tunstall Australasia; Australia; On-site; AUD 52,000 - 70,000; Full time

Benefits offered by this job

Above Award pay

5 weeks’ annual leave

Free onsite gym

Free parking

Discounts via Employment Hero and Comm

Team events

Wellbeing counselling

Purpose-driven culture

Job summary

Tunstall Australasia in Brisbane (Eagle Farm) is hiring for a full-time Customer Care Advisor. You’ll answer incoming calls from clients with medical and duress alarms, dispatch emergency services when needed, and provide reassurance while staying calm under pressure.

We require empathy, resilience, attention to detail, and proven customer service experience; strong computer skills and fast typing; and a First Aid certificate or willingness to obtain one.

Qualifications

• Empathy and a calm phone manner in all interactions.
• Resilience and the ability to stay composed during emergencies.
• Strong attention to detail and accuracy in administration.
• Proven customer service experience across inbound calls.
• Good computer skills and fast, accurate typing.

Responsibilities

• Answer incoming calls triggered by clients' medical and duress alarms.
• Dispatch emergency services when required.
• Provide reassurance and remain calm under pressure.
• Follow clear protocols and accurate admin processes.
• Troubleshoot and support for alarm calls and tests.

Skills

Empathy

Calm under pressure

Resilience

Attention to detail

Customer service

Typing

Computer skills

Education

First Aid certificate

Job description

About us

Make a Real Difference – Every Day!

At Tunstall, we’re not your average workplace. As a global leader in telecare and emergency response, we help people stay safe and live independently in the place of their choice. Our Australian and New Zealand teams provide support at the press of a button, delivering peace of mind and reassurance to clients and their families through our emergency medical devices and 24/7 call centre support.

About the role

This isn’t just another call centre role; it’s purpose-driven work that saves lives where you’ll be the first voice our clients hear in moments that matter, from medical emergencies to simple system checks. We have full-time, 38-hour-per-week roles available on a rotating 24/7 roster. Where you’ll:

• Answer incoming calls triggered by our clients’ medical and duress alarms
• Dispatch emergency services where required
• Provide reassurance and remain calm under pressure
• Follow clear protocols and accurate admin processes
• Troubleshoot and provide support for accidental and test alarm calls

You’ll be based in our Eagle Farm office, with hybrid work opportunities available for some shifts once trained.

What we’re looking for

• A natural people person with empathy and a calm phone manner
• Strong resilience and ability to stay composed in emergencies
• High attention to detail
• Proven customer service experience
• Good computer skills and fast, accurate typing
• First Aid certificate (or willingness to obtain)
• Reliable, team-focused, and looking for a stable, long-term role

Flexibility is Key

We’re a 24/7 service, so you’ll need to be flexible for a rotating roster that includes:

• Afternoon, night and weekend shifts (penalty rates apply)
• Roster provided one month in advance

Why join Tunstall?

We offer a range of benefits to support your success and wellbeing:

• Above Award pay plus penalty rates
• 5 weeks’ annual leave for shift workers (pro-rata)
• Free onsite gym and coffee machine
• Free parking (onsite and nearby)
• Discounts and benefits through Employment Hero and CommBank
• Fun team events and recognition awards
• Company-paid employee wellbeing counselling
• Learning and performance with a purpose culture

Diversity & Inclusion

At Tunstall, we’re proud to champion diversity in backgrounds, experiences, and perspectives. We warmly welcome applications from Aboriginal and Torres Strait Islander peoples, as well as individuals across all communities, identities, and lived experiences.