Emergency Call Advisors; REQ

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 5 new colleagues to join our award winning Alarm Receiving Centre.

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

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 21 hours per week

Week 1:
Monday, Thursday, Friday 4.30 pm - 10.30 pm

Week 2:
Tuesday, Wednesday 4.30 pm - 10.30 pm

Saturday, Sunday 8.00 am - 2.00 pm

Vacancy 2 - Average of 26.25 hours per week

Week 1:
Monday, Thursday, Friday 7.00 am - 3.00 pm

Week 2:
Tuesday, Wednesday, Saturday, Sunday 7.00 am - 3.00 pm

Vacancy 3 - Average of 26.5 hours per week

Week 1:
Monday 1.00 pm - 6.00 pm

Tuesday 7.00 am - 1.00 pm

Thursday, Friday 1.00 pm - 6.00 pm

Week 2:
Tuesday, Wednesday 1.00 pm - 6.00 pm

Thursday, Friday 7.00 am - 1.00 pm

Saturday, Sunday, 1.00 pm - 6.00 pm

Vacancy 4 - Average of 17.5 hours per week

Week 1:
Tuesday, Wednesday, Saturday, Sunday 6.00 pm to 11.00 pm

Week 2:
Monday, Thursday, Friday 6.00 pm to 11.00 pm

Vacancy 5 - Average of 15 hours per week

Week 1:
Tuesday, Wednesday, Sunday 6.00 pm to 11.00 pm

Week 2:
Monday, Thursday, Friday 6.00 pm to 11.00 pm

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

Successful applicants will:

• Have a genuine passion for supporting people
• Communicate clearly and compassionately
• Stay calm and confident in challenging situations
• Use good judgement and problem-solving skills
• 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

Interviews are expected to take place on week commencing 20 July 2026.

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.

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 us and a member of the team will get in touch.

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