Emergency Helpline Operator - Nights

Tunstall Management; Goole; On-site; GBP 26,000 - 36,000; Full time

Benefits offered by this job

Competitive salary

25 days holiday + bank holidays

Pension

Car salary sacrifice

Volunteer day

Enhanced parental pay

Healthcare plan

Verlingue benefits platform

LinkedIn Learning access

Team environment

Job summary

Tunstall Management is recruiting an Emergency Helpline Operator to join our Response team based at Whitley, Goole. You’ll handle calls with empathy, assess next steps, and coordinate with emergency services or trusted contacts to ensure swift, safety-focused outcomes.

The role runs 4 on/4 off from 7pm to 7am, 40.25 hours per week, with a competitive salary and a strong range of benefits including pension, healthcare, and learning opportunities, supporting a rewarding career while making a real

Qualifications

• Excellent listening and communication over the phone with empathy and reassurance.
• Ability to extract critical information accurately during calls.
• Maintaining a calm, compassionate, and professional tone at all times.
• Strong attention to detail when recording information in systems.
• Proficiency with basic IT systems and call handling software.
• Willingness to adapt to shift patterns and learn new processes.

Responsibilities

• Speak with service users to provide reassurance and determine follow-up steps.
• Assess calls to select the most effective solution for the end user.
• Pass information clearly to emergency services or contacts when required.
• Maintain the Response Centre database while ensuring data confidentiality and GDPR compliance.
• Respond to calls efficiently to deliver a calm and supportive service.

Skills

Empathetic communication

Active listening

Calm under pressure

Attention to detail

Phone etiquette

IT proficiency

Job description

We have an exciting opportunity to join us as an Emergency Helpline Operator. Our response team play a vital part in our life changing service, making a real difference to our customers by providing support and reassurance which helps people live life to the full in their place of choice. Please find the available role shift pattern and pay details below –

Shifts And Salary

• Shift pattern: 4 on, 4 off: 7pm to 7am
• Hours: 40.25 hours per week
• Salary: £30,930.36

Location

Our Response team is based at our office in Whitley, Yorkshire (Whitley Lodge, Goole, DN14 0HR). Please note that public transport to the site is limited so to be able to make the required shift patterns it is likely you will need to be able to drive and have access to your own vehicle. Free car parking is available onsite.

What will you be doing in this role?

As part of our Response team, you will be speaking with our service users, carefully assessing on each call the most appropriate follow up procedure, making sure it is the easiest and most effective solution for our end user; this could be calling a personal contact, keyholder or the emergency services. At all times you will offer a friendly and empathetic service, providing support and reassurance to the service user.

What we do changes and saves lives Don’t just take our word for it, see some feedback we have received below –

“Last weekend my mum collapsed at home but somehow managed to hit the button. After not getting a response from her you contacted her responders and the ambulance without hesitation. You most certainly saved her life. I heard the messages left by your service which were compassionate and clear, and the response – so rapid and effective. I just wanted to thank you, you should be proud of the service you provide and know how much it means to those on the receiving end.”

The Ideal Candidate

You will be a great listener, calm and collected, able to confidently communicate over the phone and have a reassuring tone and empathetic nature.

Key Skills And Experience

• A confident IT user, able to pick up new systems quickly,
• Confident communicating clearly over the phone,
• A great listener, able to obtain the critical information our end users are giving,
• High attention to detail – able to accurately record information on our systems,
• Calm and collected,
• Have a friendly and reassuring tone and empathetic nature,

What We Offer

• Competitive salary £30.390.36 pa
• 25 days holiday + bank holidays (pro-rata)
• Holiday purchase scheme,
• Contributory pension,
• Car salary sacrifice scheme via Tusker,
• Paid volunteer day to support a cause you are passionate about,
• Enhanced maternity, paternity, adoption and shared parental pay entitlements,
• Healthcare cash plan,
• Dedicated 24/7 employee benefits platform ‘Verlingue’ that include things like: free eye tests, retail discounts,
• EAP WeCare service - including a 24/7 online GP and mental health counselling service,
• Boost your learning and growth through access to LinkedIn learning and a Talent Library with over 800 courses, covering subjects from business skills to project management essentials,
• A warm and welcoming team environment,
• Development and a chance to build a rewarding career.

Your Key Day-to-day Responsibilities Could Include

• Speak to our service users to help with a wide range of enquiries; from providing David with reassurance that his carers are coming, to helping Doris test her pendant, to calling the emergency services when Bill has had a fall and can’t get up off the floor,
• Assess each call and select the most appropriate follow up procedure, making sure this is the easiest and most effective solution for the end user,
• Clearly and concisely pass information to emergency services or personal contacts where required,
• Maintain the Response Centre database to a high standard of accuracy, ensuring confidentiality of the data while adhering to the company’s safeguarding and GDPR policy,
• Respond to calls effectively and efficiently,
• Ensure our service users receive reassurance, comfort, and assistance in a calm and friendly manner over the phone,
• Handle housing repair calls from a variety of customers ensuring the appropriate contractors are called.
• Carry out outbound calls to vulnerable end users to comfort and reassure.

A Bit About Us

Tunstall is a market-leading health and care technology provider.

We’re passionate about ensuring our team reflects the brilliant and unique qualities of the people and communities we support. Our incredible team of 3,000+ people provide life saving and life changing technology and services to millions of customers across 18 different countries.

At Tunstall you’ll find a place where you’re valued and celebrated for being yourself. We empower our people to deliver the very best teamwork, innovation and thought leadership by creating an environment where we champion diversity and inclusion. We demonstrate our commitment to diversity and inclusion at each step. From our open, fair and transparent recruitment processes, through to the many development and career growth opportunities we provide.

Equal Opportunities at Tunstall

At Tunstall, we’re committed to building a team that reflects the diversity of the communities we serve.

We welcome applications from people of all backgrounds, experiences, and abilities, and we celebrate the unique strengths each colleague brings.

Our recruitment process is open, fair and inclusive, and we’re dedicated to providing any reasonable adjustments you may need to thrive.

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