Emergency Response Operator

Tunstall; Tauranga; Hybrid; NZD 42,000 - 65,000; Full time

Benefits offered by this job

Above Living Wage

5 weeks' Annual Holiday Leave

Free parking

Coffee

PERKS platform discounts

Wellbeing counselling

Training & growth opportunities

Diversity & Inclusion

Job summary

Tunstall in Tauranga offers a purpose-driven role supporting clients with medical alarms and 24/7 call centre assistance. You will answer calls, dispatch emergency services, provide reassurance, and follow strict protocols in a fast-paced environment.

The role requires empathy, resilience, and strong computer skills, with opportunities for hybrid work after training. A First Aid certificate is desirable or willingness to obtain it.

Qualifications

• Natural people person with empathy and a calm manner on the phone.
• High resilience and ability to stay composed in emergencies.
• Excellent attention to detail and accurate admin skills.
• Good computer skills and fast, accurate typing.
• First Aid certificate or willingness to obtain it.

Responsibilities

• Answer incoming calls triggered by clients' medical and duress alarms.
• Dispatch emergency services when required.
• Provide reassurance and remain calm under pressure.
• Follow clear protocols and accurate admin processes.
• Troubleshoot and provide support for alarm calls, including tests.

Skills

Empathy

Calm phone manner

Resilience

Attention to detail

Typing

First Aid

Job description

Jora New Zealand will close on 16th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

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

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.