Customer Service Role

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

This role is based in ourSalisbury office, with plans to relocate to ournew, 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.

Be careful - Don’t provide your bank or credit card details when applying for jobs. Don't transfer any money or complete suspicious online surveys. If you see something suspicious, report this job ad .

#J-18808-Ljbffr