Emergency Call Advisor

Emergency Call Advisor opportunities in GlasgowBe the Reassuring Voice That Helps People Live IndependentlyIf 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 callsUse effective questioning and active listening to assess situations and coordinate responsesManage emergency repairs, false alarm checks and proactive follow-up callsMaintain accurate records of all calls and actions takenWork as part of a small, dedicated, values-driven teamDeliver 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 weekWeek 1: Monday, Thursday, Friday 18:00 - 23:00Week 2: Tuesday, Wednesday, Saturday, Sunday, 18:00 - 23:00Our Benefits:We offer a comprehensive benefits package including:Competitive salary, reviewed annuallyGenerous annual leave allowanceEnhanced pension schemeOccupational Sick PayFamily Friendly PoliciesHealth care benefit planCycle-to-Work schemeCredit union accessEmployee Assistance ProgrammeAll Disclosure checks paid forFull training, comprehensive onboarding and buddy supportAbout You:Successful applicants will:Have a genuine passion for supporting peopleCommunicate clearly and compassionatelyStay calm and confident in challenging situationUse good judgement and problem-solving skillBe adaptable to new ways of working, including digital changesHave good keyboard and IT skillsBe resilient, proactive and able to build rapport quicklyEmployment 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 ConfidentBield 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 [email removed] and a member of the team will get in touch.Bield Housing & Care. Scottish Charity no. SC006878 I Property Factor PF000146