Emergency Call Advisor - 495582

Bield Housing and Care; Glasgow; On-site; GBP 12,000 - 18,000; Part time

Benefits offered by this job

Competitive salary

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, onboarding and buddy 지원

Job summary

Bield Housing & Care in Glasgow is seeking an Emergency Call Advisor to be the reassuring first point of contact in our 24/7 Alarm Receiving Centre. You will respond to emergency activations and wellbeing calls with empathy, coordinating responses and ensuring accurate records.

The role requires calm, clear communication and the ability to work in a values-driven team. Training is provided, with shifts including evenings and weekends to maintain 24/7 coverage.

Qualifications

• Genuine passion for supporting people.
• Clear and compassionate communication.
• Stay calm and confident in challenging situations.
• Use good judgement and problem-solving skills.
• Adaptable to new ways of working, including digital changes.
• Good keyboard and IT skills.

Responsibilities

• 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.

Skills

Passion for helping others

Clear communication

Calm under pressure

Good judgment

Adaptability to digital changes

Keyboard IT skills

Resilience

Job description

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.

Due to the growth of the team, we are now seeking to recruit new colleagues to join our award winning Alarm Receiving Centre.

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:

We offer a comprehensive benefits package including:

• 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:

Successful applicants will:

• 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