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- Tasks: Be the first contact for 999 calls, providing critical support in emergencies.
- Company: Join BT, the UK's leading telecom provider with over 85 years of experience in emergency services.
- Benefits: Enjoy competitive pay, career growth, full training, and 28 days paid holiday.
- Why this job: Make a real difference in people's lives while developing valuable skills in a supportive environment.
- Qualifications: Strong communication, critical thinking, and emotional intelligence are essential; training provided.
- Other info: Full-time training required with no time off during the first 6 weeks.
BT Customer Service Advisor Location: Belfast Hours: Full-time (37.5 hours per week) Starting Pay Rate: £13.42 per hour Contract: Temporary with career progression opportunities Different shift pattern options are available. Join BT and Make a Difference BT is the UK\’s largest telecom provider, known for industry-leading expertise, cutting-edge technology, and comprehensive training. This is a Safety Critical Role, where you will be the first point of contact for 999 calls-including emergencies for the Police, Ambulance, Fire & Rescue, Coast Guard, and Mountain Rescue. BT has proudly handled 999 calls for over 85 years, remaining calm, confident, and reliable in high-pressure situations. Your Role as a 999 Call Handler As a Customer Service Advisor, your key responsibility is to quickly assess the caller\’s situation and direct them to the appropriate emergency service. Your calls will typically last between 30-60 seconds, requiring a structured yet compassionate approach. This is not an ordinary call handler role-you\’ll be providing critical support to individuals in moments of urgency and distress. If you have a genuine desire to help others and make a real impact, this role is truly rewarding. Comprehensive Training & Career Growth BT provides extensive Full-Time training with hours covering both days and evenings and continuous support from experienced trainers, team leaders, and colleagues. As part of BT Voice Services, you\’ll have the opportunity to develop multi-skilled expertise beyond emergency calls-including Rapid Response, Relay UK Services, and Directory Enquiries. Important: No holiday requests can be approved during the first 6 weeks due to mandatory 100% attendance What You\’ll Bring: * Excellent communication & active listening skills * Strong critical thinking while working under pressure * A caring nature to support those in their time of need * High emotional intelligence, self-awareness & empathy * Solid literacy & IT skills, with a diligent approach DON\’T MEET EVERY SINGLE REQUIREMENT? Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We\’re committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you\’re excited about this role but your past experience doesn\’t align perfectly with every requirement on the Job Description, please apply anyway – you may just be the right candidate for this or other roles in our wider team. Rewards & Benefits * Competitive pay rates * Overtime opportunities * Career progression within BT * Fully paid training * Instant access to the Blue Arrow training portal * Auto-enrolment in the pension scheme * 28 days of paid holiday * Wellbeing support relevant to you Important: All applications are subject to pre-employment and referencing checks, including DBS clearance. Ready to make a real difference? Apply today and become part of a trusted, experienced team that plays a vital role in emergency response! 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. Being able to articulate these experiences will highlight your caring nature and suitability for the role.
✨Tip Number 4
Be prepared to discuss how you handle stress and pressure. Think of specific examples where you've successfully managed challenging situations, as this will be crucial in demonstrating your fit for a high-pressure environment like this one.
We think you need these skills to ace Customer Service
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Service Advisor at BT. Familiarize yourself with the nature of emergency calls and the skills required to handle them effectively.
Tailor Your CV: Highlight relevant experience in customer service or similar roles. Emphasize your communication skills, ability to work under pressure, and any experience dealing with sensitive situations.
Craft a Compelling Cover Letter: In your cover letter, express your genuine desire to help people and make a difference. Mention specific examples of how you've demonstrated empathy and critical thinking in past roles.
Prepare for the Interview: Be ready to discuss scenarios where you've had to remain calm under pressure. Practice answering questions about your communication skills and how you would handle challenging calls.
How to prepare for a job interview at Blue Arrow
✨Show Your Empathy
In a role that involves handling emergency calls, demonstrating empathy is crucial. Be prepared to share examples of how you've supported others in high-pressure situations, showcasing your ability to remain calm and understanding.
✨Highlight Your Communication Skills
Effective communication is key in this position. During the interview, emphasize your active listening skills and provide examples of how you've communicated clearly and effectively in past roles, especially in challenging circumstances.
✨Demonstrate Critical Thinking
The ability to think critically under pressure is essential for a Customer Service Advisor. Prepare to discuss scenarios where you had to make quick decisions or solve problems efficiently, illustrating your capability to handle emergencies.
✨Prepare for Role-Playing Scenarios
Expect to engage in role-playing exercises during the interview to assess your response to emergency calls. Practice staying calm and collected while directing the conversation, as this will showcase your readiness for the role.
