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- Tasks: Handle emergency calls and direct them to appropriate services with empathy and clarity.
- Company: Join BT, the UK's leading telecom provider with over 85 years of experience in emergency services.
- Benefits: Enjoy competitive pay, overtime options, career growth, and full training support.
- Why this job: Make a real difference in people's lives during their most critical moments while developing valuable skills.
- Qualifications: Strong communication, active listening, and typing skills; emotional intelligence is a must.
- Other info: Full-time training required initially; flexible shift patterns available post-training.
Job Description
BT Customer Service Advisor
Location: 2 Greenmarket, Dundee DD1-4BX
Pay Rates: 13.42 to 31.27 per hour, depending on working hours.
Hours: 37.5
Shift Pattern Options:
Option 1: 2 weeks early shifts 06:00 – 5:00pm, 2 weeks late shifts 12:00pm – 11:00pm
Option 2: 12:00pm – 11:00pm
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: 04/08/2025i
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 Audio Typing Test – Minimum 50 wpm with 98% accuracy
3.Client Interview – Meet with hiring managers to discuss your fit for the role
4.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.
BT Customer Service Advisor employer: Blue Arrow Ltd. Virtual Hub
Contact Detail:
Blue Arrow Ltd. Virtual Hub Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land BT Customer Service Advisor
✨Tip Number 1
Familiarise 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 process.
✨Tip Number 2
Practice active listening skills by engaging in conversations where you summarise what the other person has said. This will not only improve your communication skills but also show your potential employers that you can effectively understand and respond to callers' needs.
✨Tip Number 3
Prepare for the typing test by practising your typing speed and accuracy. Use online typing tools to ensure you can meet the minimum requirement of 50 wpm with 98% accuracy, as this is crucial for handling emergency calls efficiently.
✨Tip Number 4
Showcase your emotional intelligence by reflecting on past experiences where you've supported someone in a difficult situation. Being able to articulate these experiences will highlight your caring nature and suitability for the role.
We think you need these skills to ace BT Customer Service Advisor
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the BT Customer Service Advisor position. Understand the key responsibilities and required skills, especially the importance of communication and critical thinking under pressure.
Tailor Your CV: Customise your CV to highlight relevant experience and skills that align with the role. Emphasise any previous customer service experience, particularly in high-pressure environments, and showcase your communication skills.
Craft a Compelling Cover Letter: Write a cover letter that reflects your genuine desire to help others and your ability to remain calm in challenging situations. Use specific examples from your past experiences to demonstrate your suitability for the role.
Prepare for Assessments: Familiarise yourself with the online typing test and practice achieving a minimum of 50 wpm with 98% accuracy. This will be crucial for your application, as it showcases your typing skills which are essential for the role.
How to prepare for a job interview at Blue Arrow Ltd. 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 specific instances where you remained calm under pressure and how you supported others during critical times.
✨Highlight Your Empathy and Emotional Intelligence
This role requires a caring nature and emotional awareness. Be prepared to share examples that showcase your ability to empathise with others, especially in difficult circumstances. This will show your potential employer that you can connect with callers on a personal level.
✨Demonstrate Your Typing Proficiency
Since typing skills are crucial for this position, ensure you mention your typing speed and accuracy. If possible, practice a typing test before the interview to boost your confidence and be ready to discuss your performance.
