Emergency Call Advisor

Bield Housing and Care; Glasgow; Presencial; GBP 14 000 - 16 000; Tempo parcial

Vantagens oferecidas por esta oferta de emprego

Competitive salary

Generous annual leave

Enhanced pension

Sick pay

Disability confident employer

Health care benefit plan

Cycle-to-Work

EAP

Disclosure checks paid

Training & buddy support

Resumo da oferta

Bield Housing and Care is seeking an Emergency Call Advisor in Glasgow. You will be the first point of contact for our 24-hour Alarm Receiving Centre, providing reassurance and coordinating responses to emergencies.

Hours are part-time (average 17.5 hours per week) with rotating shifts to cover 24/7. Training is provided and a range of benefits are offered by the employer.

Qualificações

• Calm under pressure and communicate clearly under stress.
• Genuine passion for helping others and assisting customers.
• Ability to listen actively and respond with empathy.

Responsabilidades

• Provide reassurance, guidance and support during emergency alarm activations and wellbeing calls.
• Use questioning and active listening to assess situations and coordinate responses.
• Manage emergency repairs, false alarm checks and proactive follow-up calls.
• Maintain accurate records of all calls and actions taken.
• Work as part of a small, values-driven team.
• Deliver exceptional customer service aligned with Bield’s person-centred approach.

Conhecimentos

Calm under pressure

Excellent communication

Compassionate customer service

Problem-solving

IT literacy

Descrição da oferta de emprego

Salary: £14,217.50 to £15,709.50 a year, pro rata

Emergency Call Advisor opportunities in Glasgow

Be the Reassuring Voice That Helps People Live Independently

If you are calm under pressure, great at communicating, and passionate about helping others, you would be a fantastic fit for BR24. With Bield delivering its bold Independent Living Strategy, BR24 is evolving into a dynamic, proactive, technology-enabled service supporting older and vulnerable people across Scotland.

The Role:

As an Emergency Call Advisor, you will be the first point of contact for customers calling into our 24-hour Alarm Receiving Centre. Every shift brings new challenges and opportunities to make a difference.

You will:

• Provide reassurance, guidance and support during emergency alarm activations and wellbeing calls
• Use effective questioning and active listening to assess situations and coordinate responses
• Manage emergency repairs, false alarm checks and proactive follow-up calls
• Maintain accurate records of all calls and actions taken
• Work as part of a small, dedicated, values-driven team
• Deliver exceptional customer service aligned with Bield’s person-centred approach

Hours of Work:

• 17. 5 hours a week
• Shifts are arranged in rotating patterns to ensure 24/7 coverage. Based on the current vacancy structure, hours and shifts for the current vacancies are:
• Vacancy 1– Average of 17.5 hours per week
• Week 1: Monday, Thursday, Friday 18:00 - 23:00
• Week 2: Tuesday, Wednesday, Saturday, Sunday, 18:00 - 23:00

Our Benefits:

• Competitive salary, reviewed annually
• Generous annual leave allowance
• Enhanced pension scheme
• Occupational Sick Pay
• Family Friendly Policies
• Health care benefit plan
• Cycle-to-Work scheme
• Credit union access
• Employee Assistance Programme
• All Disclosure checks paid for
• Full training, comprehensive onboarding and buddy support

About You:

• Have a genuine passion for supporting people
• Communicate clearly and compassionately
• Stay calm and confident in challenging situation
• Use good judgement and problem-solving skill
• Be adaptable to new ways of working, including digital changes
• Have good keyboard and IT skills
• Be resilient, proactive and able to build rapport quickly

Employment will start with a 3-week training period, followed by ongoing individual tailored support to ensure success in the role.

If you require this information in an alternative format, please contact us using the details above.

This post is exempt from the Rehabilitation of Offenders Act (1974) which means you must disclose all unspent and relevant spent convictions on your application. You will be required to complete a Level 2 Disclosure check with Disclosure Scotland.

Disability Confident

Bield is a proud disability confident accredited employer. As users of the disability symbol, we guarantee to interview all disabled applicants who meet the vacancy minimum criteria.

In order to help you succeed, we will make all required reasonable adjustments to facilitate your inclusion during our recruitment and selection process. Adjustments will vary from person to person; if you wish to discuss how Bield can support you throughout the recruitment process, please email [e-mail] and a member of the team will get in touch.

Bield Housing & Care. Scottish Charity no. SC006878 I Property Factor PF000146

Proud member of the Disability Confident employer scheme

Emergency Call Advisor

Company: Bield Housing and Care Salary: £14,217.50 to £15,709.50 a year, pro rata Hours: Part-time Location: Glasgow, G4 9XA Working pattern: On-site Job type: Permanent Posting date: 5 Nov 2026 Closing date: 19 Nov 2026