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- Tasks: Handle 999 emergency calls, providing support and directing to appropriate services.
- Company: Join BT, the UK's leading telecommunications provider with a legacy of over 85 years in emergency services.
- Benefits: Enjoy competitive pay, paid training, holiday, pension scheme, and ongoing career progression.
- Why this job: Make a real impact by helping others in emergencies while developing valuable skills in a supportive environment.
- Qualifications: Strong communication skills, empathy, resilience, and a desire to help others are essential.
- Other info: Open to all backgrounds; passion and potential matter more than perfect qualifications.
4 days ago Be among the first 25 applicants About The Company Blue Arrow is proud to partner with About The Company Blue Arrow is proud to partner with BT , the UK’s largest telecommunications provider, known for delivering cutting-edge technology, industry-leading service, and exceptional training. BT has handled emergency 999 calls for over 85 years and continues to provide vital support to emergency services across the UK. About The Role As a Customer Service Advisor (999 Call Handler) , you will be the first point of contact for individuals facing emergencies. This safety-critical role requires calmness under pressure, fast decision-making, and a compassionate approach. You\’ll support urgent requests for services such as police, ambulance, fire & rescue, coast guard, and mountain rescue. Call durations are typically between 30–60 seconds, requiring efficiency, empathy, and attention to detail. You’ll also have the opportunity to become multi-skilled across services such as Rapid Response, Relay UK, and Directory Enquiries. Responsibilities Answer and assess 999 emergency calls with clarity, professionalism, and urgency Quickly identify and direct callers to the appropriate emergency service Remain composed and supportive in high-pressure and emotionally charged situations Handle sensitive and critical calls with empathy and discretion Work collaboratively with a team of professionals and respond to dynamic call volumes Maintain accurate records and adhere to strict confidentiality and compliance protocols Training and Development Fully paid training delivered by experienced professionals Structured onboarding with 100% attendance required for the first 6 weeks Ongoing support and mentoring from team leaders and peers Clear pathway for career development within BT Voice Services What You’ll Bring Strong communication and active listening skills High emotional intelligence, empathy, and resilience Critical thinking and problem-solving abilities under pressure Good IT literacy and ability to follow structured procedures A genuine desire to help others and make a positive impact Rewards And Benefits Competitive hourly rate of £13.42 Overtime opportunities 28 days of paid holiday Access to Blue Arrow’s online training portal Auto-enrolment in a workplace pension scheme Ongoing career progression within BT Wellbeing support tailored to your needs Equal Opportunity Blue Arrow is a Disability Confident Employer committed to creating an inclusive and diverse workplace. We encourage applications from individuals of all backgrounds. Even if your experience doesn’t align perfectly with every qualification, we encourage you to apply—we value passion, potential, and purpose. Seniority level Seniority level Associate Employment type Employment type Full-time Job function Job function Customer Service Industries Business Consulting and Services Referrals increase your chances of interviewing at Hirenza by 2x Get notified about new Customer Service Specialist jobs in United Kingdom . Southend-On-Sea, England, United Kingdom 1 month ago Leeds, England, United Kingdom 1 month ago Brighton, England, United Kingdom 1 month ago Cardiff, Wales, United Kingdom 1 month ago Cambridge, England, United Kingdom 1 month ago Whitstable, England, United Kingdom 1 month ago Southampton, England, United Kingdom 1 month ago Margate, England, United Kingdom 1 month ago Greater Manchester, England, United Kingdom 1 month ago Bath, England, United Kingdom 1 month ago Canterbury, England, United Kingdom 1 month ago Liverpool, England, United Kingdom 1 month ago Leamington Hastings, England, United Kingdom 1 month ago Bristol, England, United Kingdom 1 month ago Remote Live Chat Assistant (Entry-Level) Newcastle Upon Tyne, England, United Kingdom 1 month ago Sheffield, England, United Kingdom 1 month ago United Kingdom $60,000.00-$71,500.00 1 week ago Customer Success Consultant- Fully Remote- United Kingdom Greater London, England, United Kingdom 4 days ago We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI. #J-18808-Ljbffr
Customer Service employer: Hirenza
Contact Detail:
Hirenza Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service
✨Tip Number 1
Familiarise yourself with emergency services and their protocols. Understanding how different services operate can help you respond more effectively during the interview, showcasing your readiness for the role.
✨Tip Number 2
Practice handling high-pressure scenarios. You might be asked situational questions during the interview, so think of examples where you've remained calm and made quick decisions in stressful situations.
✨Tip Number 3
Demonstrate your empathy and communication skills. Prepare to discuss experiences where you've helped others, as this role requires a compassionate approach to callers in distress.
✨Tip Number 4
Research BT and Blue Arrow's values and mission. Showing that you align with their commitment to service and community support can set you apart from other candidates.
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 (999 Call Handler). Familiarise yourself with the skills required, such as calmness under pressure and empathy, to tailor your application accordingly.
Highlight Relevant Experience: In your CV and cover letter, emphasise any previous experience in customer service or emergency response roles. Use specific examples that demonstrate your ability to handle high-pressure situations and your strong communication skills.
Craft a Compelling Cover Letter: Write a personalised cover letter that showcases your passion for helping others and your understanding of the critical nature of the role. Mention how your skills align with BT's values and the importance of providing support during emergencies.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for this role.
How to prepare for a job interview at Hirenza
✨Show Your Calmness Under Pressure
In a role like this, demonstrating your ability to stay calm in high-pressure situations is crucial. Prepare examples from your past experiences where you successfully managed stressful scenarios, highlighting your decision-making skills.
✨Emphasise Your Empathy and Communication Skills
As a Customer Service Advisor, empathy is key. Be ready to discuss how you've effectively communicated with others, especially in sensitive situations. Use specific examples that showcase your active listening and compassionate approach.
✨Familiarise Yourself with Emergency Services
Understanding the different emergency services and their roles can set you apart. Research BT's operations and be prepared to discuss how you would handle calls for various services, showing your critical thinking and problem-solving abilities.
✨Highlight Your IT Literacy and Attention to Detail
Since the role requires good IT skills and attention to detail, be prepared to talk about your experience with technology and following structured procedures. Mention any relevant software or systems you've used in previous roles.
