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- Tasks: As a Customer Service Advisor, you'll handle emergency calls and direct them to the right services.
- Company: Join BT, the UK's leading telecom provider with over 85 years of experience in emergency call handling.
- Benefits: Enjoy competitive pay, career progression, full training, and 28 days paid holiday.
- Why this job: Make a real difference by supporting individuals in critical situations while developing valuable skills.
- Qualifications: Strong communication, critical thinking, and emotional intelligence are essential; training provided.
- Other info: This is a temporary role with a chance for career growth and multi-skilling opportunities.
BT Customer Service Advisor
Is this the role you are looking for If so read on for more details, and make sure to apply today.
Location: Dundee
Pay Rates: £13.42 to £31.27 per hour, depending on working hours.
Hours: Part Time 25 Hours
Shift Pattern Options:
Option 1: 4 Week working rota of 2x weeks of earlies with shifts falling between 06:00 to 14:30 and 2x weeks of lates with shifts falling between 14:30 to 23:00. Rest days will very over the weeks, but some rest days will be fixed and fall on a weekend.
Option 2: 4 Week working rota of late shifts with hours falling between 14:30 to 23:00. Rest days will very over the weeks, but some rest days will be fixed and fall on a weekend.
Option3: 4 Week working rota of late shifts with hours falling between 12:30 to 21:00. Rest days will very over the weeks, but some rest days will be fixed and fall on a weekend.
Option 4: 4 Week working rota of late and night shifts with hours falling between 16:00 to 02:00. Rest days will very over the weeks, but some rest days will be fixed and fall on a weekend.
Training will be full-time, and hours will fall between days and evenings.
Please note: No holiday/day off requests will be approved during the first 6 weeks of start date (100% attendance required for training period
Contract: Temporary with career progression opportunities.
Start Date: 05/05/2025.
Join the UK\’s biggest telecoms provider, who are specialists in providing Industry leading expertise backed by innovative technology and who provide comprehensive training.
The calls we receive come out of the most extraordinary circumstances, so we\’ve built a team to match. Our people have been specially selected and trained, and we think they are the most knowledgeable and skilled Customer Service Representatives in the industry.
This is a Safety Critical role and you\’ll be the first contact for anyone calling 999, this will include calls for the Police, Ambulance, Fire Rescue, Coast Guard, Mountain Rescue. BT have been trusted to handle 999 calls for over 85 years. That experience means we\’re capable of remaining calm, confident and provide a reliable service in the most high-pressure situations. All Contact Centre Advisors are UK based to provide a reliable service no matter what. They\’re all powered by BT\’s trusted technology too.
As a Customer Service Advisor your role is to quickly gain an understanding of the nature of the call and direct them to the most appropriate emergency services. This is not your everyday call handler role, as you will be supporting individuals in their most critical time of need, as you balance challenging and emotional situations. Your average call will last between 30 -60 seconds and you will follow structured process while communicating to the caller in a clear and calm manner. If you are the type of person who has a genuine desire to help people and make a difference, then this role is ultimately very rewarding.
As a 999 Call Handler you will demonstrate:
* Successful Communication and Active Listening skills
* Critical thinking whilst working under pressure, to empathetically support others
* A caring nature to support individuals in their most critical time of need
* Emotional Intelligence and Heightened Self & Social Awareness
* Good standards of literacy and IT skills with a diligent nature
Comprehensive training will be provided along with ongoing support from trainers, your team leaders, and your colleagues.
As part of the BT Voice Services community, you will also have the opportunity to be multi-skilled into several areas, as BT are not just there for emergencies. BT apply their knowledge, skills and technology to a whole range of high volume, inbound call handling scenarios – from Rapid Response, Relay UK services and Directory Enquires.
Rewards & Benefits:
* Attractive pay rates,
* Overtime opportunities
* Career progression
* Full paid training
* Instant access to Blue Arrow training portal
* Auto enrolment in pension scheme
* 28 days paid holiday
All applications will be subject to pre-employment and referencing checks, inclusive of DBS.
So, if you\’re looking for a Call Centre role where you\’ll go home after every shift knowing that you\’ve made a difference, then apply with us today!
Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.
Customer Service employer: Blue Arrow
Contact Detail:
Blue Arrow Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service
✨Tip Number 1
Familiarize yourself with emergency services and the types of calls they handle. Understanding the critical nature of these calls will help you demonstrate your ability to remain calm and collected under pressure during the interview.
✨Tip Number 2
Practice active listening skills by engaging in conversations where you focus entirely on the speaker. This will prepare you for the role's requirement to quickly understand callers' needs and respond appropriately.
✨Tip Number 3
Showcase your emotional intelligence by reflecting on past experiences where you've had to support someone in a difficult situation. Be ready to discuss how you managed your emotions while helping others.
✨Tip Number 4
Be prepared to discuss scenarios where you had to think critically and make quick decisions. This will highlight your ability to handle high-pressure situations, which is crucial for a Customer Service Advisor in this role.
We think you need these skills to ace Customer Service
Some tips for your application 🫡
Understand the Role: Read the job description carefully to understand the specific requirements and responsibilities of a Customer Service Advisor at BT. Highlight your ability to handle high-pressure situations and your desire to help others.
Tailor Your CV: Customize your CV to emphasize relevant skills such as communication, active listening, and emotional intelligence. Include any previous experience in customer service or similar roles that demonstrate your capability to support individuals in critical situations.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for helping others and your understanding of the importance of the role. Mention specific examples from your past experiences that illustrate your ability to remain calm and empathetic under pressure.
Prepare for the Application Process: Ensure you have all necessary documents ready for submission, including your CV and cover letter. Double-check for any spelling or grammatical errors, as attention to detail is crucial in this role.
How to prepare for a job interview at Blue Arrow
✨Show Your Empathy
In a role where you'll be handling emergency calls, it's crucial to demonstrate your ability to empathize with callers. Share examples from your past experiences where you've successfully supported someone in a difficult situation.
✨Highlight Your Communication Skills
Effective communication is key in this position. Be prepared to discuss how you ensure clarity and calmness in your conversations, especially under pressure. Practice articulating your thoughts clearly during the interview.
✨Demonstrate Critical Thinking
The ability to think critically and make quick decisions is essential. Prepare to discuss scenarios where you've had to assess a situation rapidly and take appropriate action, showcasing your problem-solving skills.
✨Prepare for Role-Playing Scenarios
You may encounter role-playing exercises during the interview to simulate real call situations. Practice responding to emergency scenarios calmly and effectively, as this will help you stand out as a candidate who can handle high-pressure situations.
