Emergency Call Advisor

Job description

About

Emergency Call Advisor opportunities in Glasgow

Be the Reassuring Voice That Helps People Live Independently

If you are calm under pressure, great at communicating, and passionate about helping others, you would be a fantastic fit for BR24. With Bield delivering its bold Independent Living Strategy, BR24 is evolving into a dynamic, proactive, technology-enabled service supporting older and vulnerable people across Scotland.

Due to the growth of the team, we are now seeking to recruit new colleagues to join our award winning Alarm Receiving Centre.

The Role:

As an Emergency Call Advisor, you will be the first point of contact for customers calling into our 24-hour Alarm Receiving Centre. Every shift brings new challenges and opportunities to make a difference.

You will:

Provide reassurance, guidance and support during emergency alarm activations and wellbeing calls

Use effective questioning and active listening to assess situations and coordinate responses

Manage emergency repairs, false alarm checks and proactive follow-up calls

Maintain accurate records of all calls and actions taken

Work as part of a small, dedicated, values-driven team

Deliver exceptional customer service aligned with Bield’s person-centred approach

Hours of Work:

17. 5 hours a week

Shifts are arranged in rotating patterns to ensure 24/7 coverage. Based on the current vacancy structure, hours and shifts for the current vacancies are:

Vacancy 1– Average of 17.5 hours per week

Week 1: Monday, Thursday, Friday 18:00 - 23:00

Week 2: Tuesday, Wednesday, Saturday, Sunday, 18:00 - 23:00

Our Benefits:

We offer a comprehensive benefits package including:

Competitive salary, reviewed annually

Generous annual leave allowance

Enhanced pension scheme

Occupational Sick Pay

Family Friendly Policies

Health care benefit plan

Cycle-to-Work scheme

Credit union access

Employee Assistance Programme

All Disclosure checks paid for

Full training, comprehensive onboarding and buddy support

About You:

Successful applicants will:

Have a genuine passion for supporting people

Communicate clearly and compassionately

Stay calm and confident in challenging situation

Use good judgement and problem-solving skill

Be adaptable to new ways of working, including digital changes

Have good keyboard and IT skills

Be resilient, proactive and able to build rapport quickly

Employment will start with a 3-week training period, followed by ongoing individual tailored support to ensure success in the role.

If you require this information in an alternative format, please contact us using the details above.

This post is exempt from the Rehabilitation of Offenders Act (1974) which means you must disclose all unspent and relevant spent convictions on your application. You will be required to complete a Level 2 Disclosure check with Disclosure Scotland.

Disability Confident

Bield is a proud disability confident accredited employer. As users of the disability symbol, we guarantee to interview all disabled applicants who meet the vacancy minimum criteria.

In order to help you succeed, we will make all required reasonable adjustments to facilitate your inclusion during our recruitment and selection process. Adjustments will vary from person to person; if you wish to discuss how Bield can support you throughout the recruitment process, please email hr@bield.co.uk and a member of the team will get in touch.

Bield Housing & Care. Scottish Charity no. SC006878 I Property Factor PF000146