Night Shift: Life-Saving Emergency Helpline Operator

Tunstall UKI; Goole; On-site; GBP 28,000 - 34,000; Full time

Benefits offered by this job

Holiday allowance

Pension

Car salary sacrifice

Volunteer day

Healthcare

Learning platform

Employee discounts

Career development

Job summary

Tunstall UKI in Goole, England, is seeking an Emergency Helpline Operator to support our Response team by speaking with service users, assessing calls, and guiding follow-up actions with empathy.

The role requires strong listening, clear phone communication, attention to detail and the ability to remain calm. Full-time, 40.25 hours per week, 4 on 4 off shifts, based at Whitley Lodge, Whitley, Yorkshire.

Qualifications

• 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.

Responsibilities

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

Skills

IT literacy

Phone communication

Active listening

Attention to detail

Calm demeanor

Empathy

Job description

Tunstall UKI in Goole, England, is seeking an Emergency Helpline Operator to support our Response team by speaking with service users, assessing calls, and guiding follow-up actions with empathy.

The role requires strong listening, clear phone communication, attention to detail and the ability to remain calm. Full-time, 40.25 hours per week, 4 on 4 off shifts, based at Whitley Lodge, Whitley, Yorkshire.