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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 telecoms provider with over 85 years of experience in emergency services.
- Benefits: Enjoy competitive pay, overtime options, career progression, and full paid training.
- Why this job: Make a real difference by supporting individuals in critical situations while developing valuable skills.
- Qualifications: Strong communication, active listening, and typing skills are essential; empathy and critical thinking are key.
- Other info: Full-time training required initially; flexible shift patterns available after training.
BT Customer Service Advisor
Location: On site, Bangor, LL57 2RG
Pay Rates: £13.42 to £31.27 per hour, depending on working hours.
Hours: 37.5 per week
Shift Pattern Options: Shifts are based on a 4 week Rota.
Option 1:
Week 1 & 2 working between 06:00 and 17:00
Week 3 & 4 working between 12:00 and 23:00
Option 2:
Working between 12:00 and 23:00
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 to Permanent opportunities
Start Date: 11th August 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, IT & typing skills with a diligent nature
Training & Development
You\’ll receive full training and continuous support from experienced trainers, team leaders, and colleagues. Within six months, you will also be upskilled to support Relay UK services.
What is Relay UK?
Relay UK is a free service that enables deaf, hard of hearing, and speech-impaired individuals to communicate over the phone with the help of a relay assistant who relays the conversation between the caller and the person they are calling. You\’ll be trained to handle a variety of emergency scenarios, but within this service it\’s your typing performance that ensures no detail is missed when it matters most.
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
Application Process
Our recruitment process is designed to be straightforward and supportive:
1.Online Typing Test & Interview – Showcase your experience, capabilities and career goals
2.Client Interview – Meet with hiring managers to discuss your fit for the role including an Audio Typing Test (Minimum 50 wpm and 98% accuracy).
3.Pre-Employment Checks – Includes a Basic DBS and reference checks
Ready to Make a Real Difference?
If you\’re looking for a meaningful role where every shift ends with the knowledge that you\’ve helped someone in need, apply today and become part of a team that truly matters.
Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.
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Customer Service Advisor employer: Virtual Hub
Contact Detail:
Virtual Hub Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor
✨Tip Number 1
Familiarise yourself with emergency services and their protocols. Understanding how to direct calls effectively can set you apart, especially in a role that requires quick thinking and calm communication.
✨Tip Number 2
Practice active listening skills. During your interactions, focus on truly understanding the caller's needs, as this will help you respond appropriately and demonstrate your empathy during the interview process.
✨Tip Number 3
Enhance your typing skills to meet the required standards. Aim for a minimum of 50 words per minute with high accuracy, as this is crucial for handling calls efficiently and will be tested during the application process.
✨Tip Number 4
Showcase your emotional intelligence in interviews. Be prepared to discuss scenarios where you've had to manage stress or support others emotionally, as this role demands a caring nature and the ability to remain composed under pressure.
We think you need these skills to ace Customer Service Advisor
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Service Advisor at BT. Familiarise yourself with the skills required, such as communication, active listening, and critical thinking under pressure.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that align with the job description. Emphasise any previous customer service roles or experiences where you've demonstrated empathy and effective communication.
Prepare for the Online Typing Test: Since the application process includes an online typing test, practice your typing speed and accuracy. Aim for at least 50 words per minute with 98% accuracy to meet the requirements.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping others and your ability to remain calm in high-pressure situations. Use specific examples from your past experiences to illustrate your suitability for the role.
How to prepare for a job interview at Virtual Hub
✨Showcase Your Communication Skills
As a Customer Service Advisor, effective communication is key. During the interview, demonstrate your ability to articulate thoughts clearly and listen actively. Use examples from past experiences where you successfully handled challenging conversations.
✨Prepare for High-Pressure Scenarios
Given the nature of the role, be ready to discuss how you would handle stressful situations. Think of examples where you've had to think critically under pressure and remain calm while supporting others in need.
✨Highlight Your Empathy and Caring Nature
This role requires a genuine desire to help people. Be prepared to share stories that illustrate your caring nature and emotional intelligence, especially in situations where you provided support to someone in distress.
✨Demonstrate Your Typing Proficiency
Since typing skills are crucial for this position, practice your typing speed and accuracy before the interview. Be ready to discuss your experience with typing and any relevant tests you may have completed, as this will be assessed during the application process.
