Emergency Call Advisors

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 Bields person-centred approach

Hours of Work:
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 4:30pm to 10:30pm
Week 2: Tuesday Wednesday 4:30pm to 10:30pm
Saturday Sunday 8:00am to 2:00pm

Vacancy 2 Average of 21 hours per week
Week 1: Monday Tuesday Saturday Sunday 3pm to 9pm
Week 2: Monday Thursday Friday 3pm to 9pm

Vacancy 3 Average of 21 hours per week
Week 1: Monday Thursday Friday 3pm to 9pm
Week 2: Tuesday Wednesday Saturday Sunday3pm to 9pm

Vacancy 4 Average of 19.83 hours per week
Week 1: 3 days per week to be confirmed 10:30pm to 7:00am
Week 2: 2 days per week to be confirmed 10:30pm to 7:00am
Week 3: 2 days per week to be confirmed 10:30pm to 7:00am

Vacancy 5 Average of 21 hours per week
Week 1: Monday Thursday Friday 4pm to 10:30pm
Week 2: Tuesday Wednesday Saturday Sunday 4pm to 10:30pm

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

Shortlisted candidates will receive a phone call to arrange a first stage interview. If successful at this stage they will receive an invitation to a second stage interview w/c 26 October 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.

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 and a member of the team will get in touch.

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

Required Experience:

Unclear Seniority