Job Description
New - Emergency Call Advisor opportunities in Glasgow
If you are the sort of person who can remain calm in a crisis and use your communications skills to effectively manage the situation, we would love to hear from you!
Bield Response 24 have a fantastic opportunity for 3 new Emergency Call Advisors to join our alarm receiving centre, answering incoming alarm and voice calls, understanding the reason for the call, and coordinating next steps to ensure the safety and wellbeing of our customers. Bield Response24 are a small but very effective team who work proactively with a person-centred approach to every individual’s needs.
The Role
You will be the first point of contact for our predominately older & vulnerable people calling into BR24 - Bield Housing and Care’s 24hr Alarm Receiving Centre. Every call to BR24 is different, be that an emergency alarm activation, false call, or an emergency repair. BR24 operate 365 days a year, 24 hours a day and each day will bring a new challenge. The role will require you to be confident to simultaneously provide reassurance to the customer whilst actively listening and using effective questioning to make an informed decision on how best to support the individual.
Hours of Work:
Hours in the BR24 team are arranged in shift patterns to ensure a 24-hour alarm response service is provided every day of the year.
Vacancy 1:
Average of 21 hours per week, working the following two-week rota:
Week 1:
Monday, Thursday, Friday, 3.00 pm - 9.00 pm
Week 2:
Tuesday, Wednesday, Saturday, Sunday 3.00 pm - 9.00 pm
Vacancy 2 & 3:
Average of 21 hours per week, working the following two-week rota:
Week 1:
Tuesday, Wednesday, 4.30 pm - 10.30 pm
Saturday, Sunday, 8.00 am - 2.00 pm
Week 2:
Monday, Thursday, Friday, 4.30 pm - 10.30 pm
Our Benefits
We offer a competitive salary, reviewed annually, generous annual leave entitlement and enhanced pension scheme. We also pay the cost of Disclosure checks for employment opportunities.
Other benefits include:
- Access to a health care benefit plan, credit union and cycle to work scheme
- Occupational Sick Pay
- Family Friendly Policies
- Employee Assistance Programme
Full & comprehensive training will be provided, as well as supportive team and a buddy to help you deal with the many differing situations handled by the team daily.
About you
Successful Applicant will have:
- A genuine passion for providing care and support to people
- Strong, clear, and effective communication skills
- Keyboard skills to capture information based on reason and outcome of call
- Adaptable to change and new ways of working
- The ability to empathise with people and build rapport in challenging situations
- Be confident, resilient, and proactive
Please see the attached job pack for further details, including the full job description and person specification.
Interviews are expected to take place week commencing 01 September 2025.
Employment will start with a 2-week training period, followed by a 2-3 weeks of “buddy” shifts to support increase in confidence.
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 Standard 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 team and a member of the team will get in touch.
Bield Housing & Care. Scottish Charity no. SC006878 I Property Factor PF000146