Emergency Response Operator

Tunstall Australasia; Tauranga; Híbrido; NZD 30.000 - 45.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Above Living Wage + penalty rates

5 weeks annual leave

Free parking & coffee

PERKS platform discounts

Team events & wellbeing counselling

Training & growth opportunities

Descripción de la vacante

Tunstall Australasia in Tauranga is seeking an Emergency Response Operator to help save lives from a desk. This role supports clients with alarms, dispatches emergency services, and requires calm, professional communication.

Based in Tauranga with hybrid shifts after training, you’ll join a dedicated team in a 24/7 service. Training is provided; First Aid is preferred, with opportunities for growth and development.

Formación

• Proven customer service experience.
• Good listening and communication skills.
• First Aid certificate (or willingness to obtain).

Responsabilidades

• Answer incoming calls from clients’ alarms.
• Dispatch emergency services when needed.
• Stay calm under pressure and provide reassurance.
• Maintain accurate records and follow procedures.
• Assist with alarm testing and troubleshooting.

Conocimientos

Customer service

Typing

Calm under pressure

Empathy

Communication

Teamwork

Educación

First Aid certificate

Herramientas

Computer skills

CRM/record-keeping

Descripción del empleo

Make a Real Difference – Every Day!

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. At Tunstall, we help people live independently, safely and confidently in their own homes. As an Emergency Response Operator, you'll play an important role in helping clients and their families get the help they need, when they need it most.

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 for clients when needed
• Stay calm under pressure while providing confidence and reassurance
• Accurately follow processes and maintain detailed records
• Help clients resolve accidental alarm activations and complete routine alarm testing and troubleshooting.

What we’re looking for

• A natural people person with a genuine desire to help people
• Empathy, patience, excellent listening skills 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?

• Meaningful work that helps people live safely and independently
• Comprehensive training and onboarding
• Supportive leaders and a collaborative team environment
• Penalty rates for nights and weekends!

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

About Us

Tunstall is a global leader in telecare and assistive technology solutions. Across Australia and New Zealand, we provide emergency response and monitoring services that help people maintain their independence and provide peace of mind for families and carers.

Every day, our products and services make a genuine difference to the lives of older people, people living with disability, and those requiring additional support.

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.