Emergency Support Helpline Advisor

Tunstall Healthcare Group; United Kingdom; Remote; GBP 14,000 - 17,000; Part time

Benefits offered by this job

25 days holiday + bank holidays (pro‑r

Contributory pension

Car salary sacrifice via Tusker

Paid volunteer day

Healthcare cash plan

Verlingue benefits platform

Job summary

Tunstall is seeking an Emergency Helpline Operator to join our Response team. You will provide empathetic support, calmly handling calls and determining the best follow-up or emergency service involvement.

Shifts include 20 or 25 hours per week with an hourly rate of £13.20, based in our Whitley, Yorkshire office. Driving and access to a vehicle are likely required; free onsite parking is available.

Qualifications

• Great listener with a calm, reassuring phone presence.
• Confident in taking calls and communicating clearly.
• Able to obtain critical information from end users.
• High attention to detail when recording information in our systems.
• Empathetic, friendly and reassuring on calls.

Responsibilities

• Speak to service users to help with a wide range of enquiries and provide reassurance.
• Assess each call and select the most appropriate follow up.
• Clearly pass information to emergency services or personal contacts when required.
• Maintain the Response Centre database with high accuracy and confidentiality.
• Respond to calls effectively and provide reassurance over the phone.
• Handle housing repair calls and coordinate contractors as needed.
• Carry out outbound calls to comfort and reassure vulnerable end users.

Skills

Phone communication

Active listening

Attention to detail

Calm demeanor

Empathetic tone

IT proficiency

Job description

Tunstall is seeking an Emergency Helpline Operator to join our Response team. You will provide empathetic support, calmly handling calls and determining the best follow-up or emergency service involvement.

Shifts include 20 or 25 hours per week with an hourly rate of £13.20, based in our Whitley, Yorkshire office. Driving and access to a vehicle are likely required; free onsite parking is available.