Emergency Response Operator

Tunstall Healthcare Group; City of Brisbane; Hybrid; AUD 52,000 - 71,000; Full time

Benefits offered by this job

5 weeks annual leave (shift workers)

Onsite gym

Free parking

Discounts through Employment Hero

Wellbeing counselling

Learning and development culture

Job summary

Tunstall is hiring for a full-time emergency response call centre role based in Eagle Farm, Brisbane. You’ll be the first voice our clients hear in moments that matter, answering incoming calls and dispatching emergency services as needed, while following clear protocols and maintaining calm under pressure.

You’ll need genuine customer service experience, empathy, strong attention to detail, and good computer and typing skills. A First Aid certificate is preferred.

Qualifications

• Proven customer service experience.
• Empathy and a calm phone manner.
• Ability to stay composed in emergencies.
• High attention to detail.
• Strong typing and basic computer skills.

Responsibilities

• Answer incoming calls triggered by 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.

Skills

Empathy

Customer service

Calm under pressure

Attention to detail

Typing

Computer skills

Job description

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 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.

Required

You need to have the appropriate Australian work eligibility rights, plus we make the onboarding process easy by covering the cost of required checks once you’ve got the role:

• Police Check
• NDIS Worker Check