Emergency Helpline Operator

Emergency Helpline Operator

Job Type: Permanent, Part time. Minimum commitment of 24 hours per week with a full time training period of 5 6 weeks.

Shifts & Training

• Contract: Permanent position, 24hrs/week after training.
• Hours: 24/7 coverage. Primarily day/evening shifts (Sun Thu, Tue Sat, 8 00). Night shifts may occur 10 00 or 12 00, but are rare.
• Rosters: Advance notice of at least 2 weeks, confirming shifts for two months.
• Training: Full time, onsite, paid at €14.15/hr. Salary after training: €14.15/hr ( €17,659 pa). Exceptions apply for certain age groups and shift allowances.

Responsibilities

• Speak to service users, offering a friendly and empathetic service.
• Assess each call and select the most appropriate follow up procedure.
• Communicate with emergency services or personal contacts, conveying information clearly.
• Maintain the response centre database accurately, ensuring confidentiality and GDPR compliance.
• Respond to calls efficiently and effectively.
• Handle housing repair queries and contact appropriate contractors.
• Carry out outbound calls to vulnerable users to provide comfort.

Key Skills & Experience

• Confident IT user, quick to learn new systems.
• Clear telephone communication and reassuring tone.
• Excellent listening skills, gathering critical information.
• High attention to detail and accurate record keeping.
• Calm, collected, and empathetic demeanor.

Benefits

• Competitive salary (€17,659 pa).
• 12 days holiday plus bank holidays (pro rata).
• Contributory pension.
• Free car parking.
• Warm, welcoming team environment.
• Career development opportunities.

Equal Opportunities

At Tunstall, we're committed to building a team that reflects the diversity of the communities we serve. We welcome applications from people of all backgrounds, experiences, and abilities, and we celebrate the unique strengths each colleague brings. Our recruitment process is open, fair, and inclusive, and we're dedicated to providing any reasonable adjustments you may need to thrive.