Customer Service Role

Emergency Response Operator

(Customer Service role)

About us

VitalCALL is Australia’s original provider of 24/7 personal emergency response alarms, helping keep people safe every day. Backed by Chubb and powered by API Group, global leaders in fire safety and security, you’ll join an organisation with over 200 years of experience protecting people, property, and communities worldwide.

At VitalCALL, everything we do is centred around helping people feel safe and supported. In this role, you’ll deliver caring, professional service built on empathy, respect, and genuine human connection, making a real difference every day.

About the Role

As a Emergency Response Operator, you’ll respond when a customer presses their help button. You’ll assess each situation, determine the appropriate support, liaise with Ambulance Services when required, and notify family members -providing reassurance during critical moments.

This is a fast‑paced, highly rewarding role where no two days are the same. You’ll follow defined procedures, think on your feet, and remain calm under pressure while supporting customers during difficult and sometimes life‑changing situations.

Location & Roster

• 100% office-based role
• 5-week rotating roster across 24/7 shift patterns

This role is based in our Salisbury office, with plans to relocate to our new, purpose‑built Heritage Park facility in 2027.

Key Responsibilities

• Provide first response support to customers when they need assistance
• Notify Ambulance Services and clearly communicate critical emergency information
• Deliver accurate, timely responses in line with procedures
• Provide reassurance and peace of mind to customers and their family members
• Manage a high-volume of inbound calls with care and professionalism
• Deliver empathetic, customer-focused support
• Work collaboratively as part of a supportive team

About You

• Strong customer service experience with excellent verbal and written communication skills (ideally in a similar environment)
• Exceptional active listening and ability to accurately capture information
• Calm and clear‑thinking in high‑pressure situations
• Strong organisational skills, time management, and ability to prioritise tasks
• Ability to work independently and as part of a team
• High levels of confidentiality, discretion, and professionalism
• Confident using Windows‑based systems with good typing accuracy

Qualifications & Clearances

• First Aid qualification (or willingness to obtain and maintain)

• Willingness to undertake:

  • Pre-employment medical
  • Drug and alcohol test
  • National Police Check

Benefits and Perks

• Comprehensive training and ongoing career development
• Competitive pay and shift allowances
• 5 weeks annual leave
• Free onsite parking
• A supportive, collaborative team environment
• Access to a company discount portal across thousands of retailers, including insurance, health, and groceries
• Fitness Passport access for you and your family

We believe in diversity and inclusion and welcome applicants from different backgrounds. This includes First Nations people, people with disability, LGBTIQA+ and all cultural and language backgrounds.

About Us, Our Culture & What We Can Offer You

Established over 200 years ago, Chubb Fire & Security are a global business driven by keeping people and the world safe.  We provide essential systems, equipment and services, from digital CCTV surveillance and intruder alarms, to fire detection and suppression systems. Offering a full range of innovative products and services to a broad range of customers, from local independent business, to many of the FTSE 100 companies

We believe we offer a unique working culture, where you are as important to us as our customers, and we want you to feel that everyday. We are proud to offer extensive training to all of our new Advisors, fully supporting, and enabling you to thrive in your new role and beyond, with ongoing career development opportunities throughout your career journey with us.