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- Tasks: Support British nationals in distress abroad by providing vital information and resources.
- Company: Join Foundever, a global leader in customer experience with an award-winning culture.
- Benefits: Earn £13.21 per hour with flexible remote work options.
- Why this job: Make a real difference by helping people in crisis situations.
- Qualifications: Strong communication skills and ability to stay calm under pressure.
- Other info: Inclusive workplace committed to diversity and employee support.
The predicted salary is between 11 - 16 £ per hour.
As a global leader in end-to-end customer experience (CX) products and solutions, Foundever partners with the world’s best-loved brands to design, build and deliver a competitive edge across all customer touch points. With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions with the expertise, emotion and empathy of our people to Create Connection. Value Conversation.
As a Crisis Line Signposting Support Worker, you will be the first point of contact for British nationals (or their representatives) in distress abroad. You’ll listen, assess the situation, and signpost callers to the appropriate FCDO emergency services or resources. Your role is vital in ensuring urgent cases receive the right support, fast.
Remote: Work from home (Must be close to site)
Pay: £13.21 per hour
Shifts: 6pm-12am or 4am-8am or 12am - 08am (Monday-Sunday)
Start Date: ASAP
Contract: Temporary
Key Responsibilities:
- Answer incoming calls to the FCDO Crisis Line with professionalism and empathy
- Quickly assess the nature of the emergency (e.g., arrest, serious illness, death, crime, lost passport, kidnapping, terrorism, or natural disaster)
- Signpost callers to the correct FCDO consular support or direct them to the nearest embassy, high commission, or consulate
- Clearly explain what the FCDO can and cannot do in crisis situations
- Accurately record call details and elevate urgent cases as needed
- Maintain confidentiality and handle sensitive information appropriately
What We’re Looking For:
- Excellent communication and listening skills
- Ability to remain calm and focused in high-pressure situations
- Strong judgement and problem-solving abilities
- Experience in customer service, helpline, or crisis support roles (desirable)
- Willingness to work shifts, including nights, weekends, and public holidays
- Commitment to providing non-judgemental, compassionate support
Foundever® is an equal opportunity and Disability Confident employer. We value our diversity and we’re committed to making Foundever® a truly inclusive place to work. We recognised and embrace that people work in different ways and we’ll always adapt as much as possible so you have the best and most comfortable working environment that we can offer.
If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you. You can reach us at UKjobs@foundever.com.
The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as it permitted by UK legislation and then destroyed.
Customer Service Representative 1 1 in Newcastle upon Tyne employer: Sitel Corp.
Contact Detail:
Sitel Corp. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Representative 1 1 in Newcastle upon Tyne
✨Tip Number 1
Get to know the company inside out! Research Foundever's values, culture, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your listening skills! As a Customer Service Representative, you'll need to assess situations quickly. Role-play with a friend or use mock calls to sharpen your ability to stay calm and focused under pressure.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or join relevant groups. This can give you insider tips and might even lead to a referral, which can boost your chances of landing the job.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining Foundever and ready to make a difference in customer experience.
We think you need these skills to ace Customer Service Representative 1 1 in Newcastle upon Tyne
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Service Representative role. Highlight your relevant experience in customer service or crisis support, and show us how your skills align with what we're looking for.
Showcase Your Communication Skills: Since this role requires excellent communication and listening skills, give us examples of how you've effectively communicated in past roles. Whether it's through handling difficult situations or providing support, let your words shine!
Demonstrate Empathy and Problem-Solving: In your application, share instances where you've had to remain calm under pressure and solve problems. We want to see how you can handle high-stress situations with empathy and professionalism.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy!
How to prepare for a job interview at Sitel Corp.
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Crisis Line Signposting Support Worker. Familiarise yourself with the types of emergencies you might encounter and how to respond effectively. This will show that you're not just interested in the job, but that you’re prepared for it.
✨Showcase Your Empathy
In this role, empathy is key. Prepare examples from your past experiences where you've demonstrated compassion and understanding, especially in high-pressure situations. This will help you connect with the interviewers and illustrate that you can handle sensitive calls with care.
✨Practice Active Listening
During the interview, practice active listening. This means really paying attention to the questions being asked and responding thoughtfully. It’s a crucial skill for the role, so demonstrating it in your interview will give you an edge.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your judgement and problem-solving abilities. Think about potential crisis situations and how you would handle them. Preparing for these types of questions will help you feel more confident and articulate during the interview.