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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 telecoms provider with over 85 years of experience in emergency services.
- Benefits: Enjoy competitive pay, career progression, 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; no prior experience required.
- Other info: Flexible part-time shifts available, with comprehensive training and ongoing support.
Location: Glasgow
Pay Rates: £13.42 to £31.27 per hour, depending on working hours.
Hours: Part Time 25 Hours
Shift Pattern:
- Option 1: 4 Week working rota of 2 weeks of earlies with shifts falling between 06:00 to 14:30 and 2 weeks of lates with shifts falling between 14:30 to 23:00. Rest days will vary 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 vary over the weeks, but some rest days will be fixed and fall on a weekend.
- Option 3: 4 Week working rota of late shifts with hours falling between 12:30 to 21:00. Rest days will vary 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 vary 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: 12/05/2025.
Join the UK's biggest telecoms provider, who are specialists in providing industry-leading expertise backed by innovative technology and who provide comprehensive training.
This is a Safety Critical role and you will be the first contact for anyone calling 999, including calls for the Police, Ambulance, Fire Rescue, Coast Guard, and Mountain Rescue. BT has been trusted to handle 999 calls for over 85 years. That experience means we are capable of remaining calm, confident, and providing a reliable service in the most high-pressure situations.
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, balancing challenging and emotional situations. Your average call will last between 30 - 60 seconds, and you will follow a structured process while communicating to the caller in a clear and calm manner. If you have 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 is not just there for emergencies. BT applies their knowledge, skills, and technology to a whole range of high volume, inbound call handling scenarios - from Rapid Response, Relay UK services, and Directory Enquiries.
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.
If you are looking for a Call Centre role where you will go home after every shift knowing that you have 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 Ltd. Virtual Hub
Contact Detail:
Blue Arrow Ltd. Virtual Hub Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service
✨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.
✨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 supported someone in a difficult situation. This will highlight your caring nature and ability to empathise, which are crucial for this role.
✨Tip Number 4
Be prepared to discuss how you would handle high-pressure situations. Think of examples from your past where you've had to think critically and act quickly, as this will demonstrate your suitability for the role.
We think you need these skills to ace Customer Service
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the Customer Service role. Emphasise your communication skills, ability to work under pressure, and any previous experience in emergency services or call handling.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping others and your understanding of the critical nature of the role. Mention specific examples of how you've demonstrated empathy and effective communication in past experiences.
Highlight Relevant Skills: In your application, clearly outline your active listening skills, emotional intelligence, and critical thinking abilities. These are essential for handling calls in high-pressure situations, so make them stand out.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial for a Customer Service Advisor.
How to prepare for a job interview at Blue Arrow Ltd. Virtual Hub
✨Understand the Role
Make sure you thoroughly read the job description and understand the responsibilities of a Customer Service Advisor. Familiarise yourself with the nature of emergency calls and the importance of remaining calm under pressure.
✨Showcase Your Communication Skills
During the interview, demonstrate your communication and active listening skills. Practice responding to hypothetical scenarios where you need to convey information clearly and empathetically, as this is crucial for handling sensitive calls.
✨Prepare for High-Pressure Situations
Be ready to discuss how you would handle stressful situations. Think of examples from your past experiences where you successfully managed pressure and supported others, as this will show your ability to thrive in a challenging environment.
✨Highlight Your Emotional Intelligence
Emphasise your emotional intelligence and social awareness during the interview. Share instances where you've demonstrated empathy and understanding, especially in difficult circumstances, as this is key for a role that involves helping individuals in crisis.
