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- Tasks: Support individuals in critical situations by directing emergency calls to the right 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 working in a supportive and dynamic environment.
- Qualifications: Strong communication skills, emotional intelligence, and a caring nature are essential for this role.
- Other info: This is a temporary to permanent position with comprehensive training provided.
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BT Customer Service Advisor
Location: Bangor, LL57 2RG
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
Working between12:00 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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Customer Service 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 Customer Service
✨Tip Number 1
Familiarise yourself with emergency services and their protocols. Understanding how to effectively communicate with police, ambulance, and fire services will give you an edge in the interview process.
✨Tip Number 2
Practice active listening and critical thinking exercises. Being able to demonstrate these skills during your interview will show that you can handle high-pressure situations effectively.
✨Tip Number 3
Prepare for scenario-based questions. Think about how you would respond to various emergency situations, as this will help you articulate your thought process and emotional intelligence during the interview.
✨Tip Number 4
Showcase your typing skills. Since a significant part of the role involves accurate typing under pressure, being ready to demonstrate your speed and accuracy will be crucial in the assessment process.
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, especially in a high-pressure environment like handling 999 calls. Tailor your application to highlight relevant skills such as communication, empathy, and critical thinking.
Craft a Strong CV: Your CV should clearly showcase your experience in customer service or similar roles. Emphasise any relevant skills, such as active listening and emotional intelligence, which are crucial for this position.
Write a Compelling Cover Letter: In your cover letter, express your genuine desire to help others and make a difference. Use specific examples from your past experiences that demonstrate your ability to remain calm under pressure and support individuals in need.
Prepare for Assessments: Be ready for the online typing test and client interview. Practice your typing speed and accuracy, and think about how you can effectively communicate your career goals and experiences during the interview.
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. 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. Be prepared to share examples that showcase your empathy and understanding of others' emotions. This will help the interviewers see your suitability for supporting individuals in distress.
✨Familiarise Yourself with Emergency Services
Understanding the basics of emergency services can set you apart. Research how the 999 system works and be ready to discuss why you want to be part of a team that supports people in their most critical moments.
