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- Tasks: Support individuals in critical situations by directing them to emergency services.
- Company: Join BT, the UK's leading telecom provider with over 85 years of experience in handling emergency calls.
- Benefits: Enjoy attractive pay rates, 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, active listening, and typing skills; empathy and emotional intelligence are essential.
- Other info: This role requires 100% attendance during the first six weeks of training.
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Location: Glasgow, G2 8LA
Pay Rates: £13.43 to £26.84 per hour, depending on working hours.
Hours: 37,5 per week
Shift Pattern Options
Shifts are based on 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
Week 1,2,3 and 4 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:
- Online Typing Test & Interview – Showcase your experience, capabilities and career goals
- Client Audio Typing Test – Minimum 50 wpm with 98% accuracy
- Client Interview – Meet with hiring managers to discuss your fit for the role
- 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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BT Customer Service Advisor employer: PS Praktijk Seksuologie / PS Praxis fuer Sexualtherapie
Contact Detail:
PS Praktijk Seksuologie / PS Praxis fuer Sexualtherapie 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 their protocols. Understanding how to effectively communicate with these services can give you an edge during the interview process, as it shows your commitment to the role.
✨Tip Number 2
Practice active listening skills in everyday conversations. This will help you respond appropriately under pressure, which is crucial for a role that involves handling emergency calls.
✨Tip Number 3
Prepare for the online typing test by practising your typing speed and accuracy. Aim for at least 50 words per minute with high accuracy, as this is a key requirement for the role.
✨Tip Number 4
Research common scenarios that 999 call handlers face. Being knowledgeable about these situations can help you demonstrate your critical thinking skills and emotional intelligence during the interview.
We think you need these skills to ace BT 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. Highlight your ability to handle high-pressure situations and your commitment to helping others in need.
Tailor Your CV: Customise your CV to reflect the skills and experiences that align with the job description. Emphasise your communication skills, emotional intelligence, and any relevant customer service experience.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping people and your understanding of the critical nature of the role. Use specific examples from your past experiences to demonstrate your suitability.
Prepare for Assessments: Be ready for the online typing test and interview. Practice your typing speed and accuracy, and think about how you would respond to emergency scenarios to showcase your critical thinking skills.
How to prepare for a job interview at PS Praktijk Seksuologie / PS Praxis fuer Sexualtherapie
✨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. Practice responding to common scenarios you might face in the role, ensuring you convey empathy and understanding.
✨Prepare for High-Pressure Situations
Given the nature of the role, it's crucial to show that you can remain calm under pressure. Think of examples from your past experiences where you've successfully handled stressful situations. This will help illustrate your critical thinking and emotional intelligence.
✨Familiarise Yourself with Emergency Services
Understanding how emergency services operate can give you an edge. Research the different services you may need to direct callers to and be prepared to discuss how you would handle various emergency scenarios during the interview.
✨Highlight Your Typing Skills
Since typing performance is essential for this role, be ready to discuss your typing speed and accuracy. If possible, take a typing test before the interview to ensure you're confident in your abilities, as this will be a part of the selection process.
