Emergency Response Operator

Tunstall Australasia; Tauranga; On-site; NZD 49,000 - 56,000; Full time

Benefits offered by this job

Above Living Wage rates paid + penalty

5 weeks Annual Holiday Leave

Free parking and coffee

Discounts and PERKS platform

Fun team events

Wellbeing counselling

Training & growth opportunities

Job summary

Tunstall Australasia in Tauranga is seeking a role thatSave Lives from Your Desk within our 24/7 telecare service. You’ll be based in our Tauranga office, with hybrid shifts possible after training, handling calls from clients with medical and duress alarms, dispatching emergency services when needed, and providing reassurance with a calm, professional manner.

We value resilience, attention to detail and proven customer service experience.

Qualifications

• Proven customer service experience and calm communication during emergencies.
• Good computer skills and fast, accurate typing.
• First Aid certificate or willingness to obtain.

Responsibilities

• Answer incoming calls triggered by medical and duress alarms.
• Dispatch emergency services when required.
• Provide reassurance and stay calm under pressure.
• Follow clear protocols and accurate admin processes.
• Troubleshoot and support alarm calls and tests.

Skills

Empathy

Calm under pressure

Attention to detail

Reliable

Customer service

Typing speed

Education

First Aid cert (or willingness)

Job description

About us

Make a Real Difference – Every Day!

At Tunstall, we’re not your average workplace. As a global leader in telecare and emergency response, we help people stay safe and live independently in the place of their choice. Our Australian and New Zealand teams provide support and assistance at the press of a button, delivering peace of mind and reassurance to clients and their families with our emergency medical devices and 24/7 call centre support. You’ll be the first voice our clients hear in moments that matter—from medical emergencies and protection from family harm to simple system checks.

About the role - Help Save Lives from Your Desk!

This isn’t just another call centre role—it’s purpose-driven work that saves lives.

You’ll be based in our Tauranga office, with hybrid work opportunities available for some shifts once trained, where you’ll:

• Answer incoming calls triggered by our clients’ medical and duress alarms
• Dispatch emergency services where required
• Provide reassurance and remain calm under pressure
• Follow clear protocols and accurate admin processes
• Troubleshoot and provide support for accidental and test alarm calls

What we’re looking for

• A natural people person with empathy and a calm phone manner
• Strong resilience and ability to stay composed in emergencies
• High attention to detail
• Reliable, team-focused, and looking for a stable, long-term role
• Proven customer service experience
• Good computer skills and fast, accurate typing
• First Aid certificate (or willingness to obtain)

Flexibility is Key

We're a 24/7 service, so you'll need to be flexible for a rotating roster that includes:

• Afternoon, night and weekend shifts (penalty rates apply!)
• Roster provided one month in advance

Why join Tunstall?

We offer a range of benefits to support your success and wellbeing:

• Above Living Wage rates paid + penalty rates
• 5 weeks’ Annual Holiday Leave for shift workers
• Free parking and coffee
• Discounts and benefits through the PERKS platform
• Fun team events and recognition awards
• Company-paid employee wellbeing counselling
• Training & growth opportunities in a purpose-led company

Diversity & Inclusion

At Tunstall, we’re proud to champion diversity in backgrounds, experiences, and perspectives. Each Tunstall colleague has a superpower…they’re unique. No one else is them, and we think that’s special. We welcome and encourage applications from all people, including Māori, Pasifika, LGBTQIA+ communities, people with all abilities, and people from diverse experiences and backgrounds. We are committed to equity and inclusion, and to creating a workplace where everyone feels respected, valued and able to thrive.

To be successful, candidates must have the appropriate work eligibility rights. Candidates are required to provide a Police check, which can be organised and paid for by us.