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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 working in a supportive and dynamic environment.
- Qualifications: Strong communication skills, critical thinking, and a caring nature are essential.
- Other info: This role requires 100% attendance during the first 6 weeks of training.
Location: Belfast
Pay Rates: £13.42 to £31.27 per hour, depending on working hours.
Hours: Part Time 25 Hours
Shift Pattern:
- Option 1; X2 week rotational shift pattern.
- Week 1&2 - hours between 06:00 to 14:30
- Week 3&4 - hours between 14:30 to 23:00
- Option 2; X2 week rotational shift pattern.
- Week 1&2 - hours between 08:00 to 16:30
- Week 3&4 - hours between 14:30 to 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 with career progression opportunities.
Start Date: 28/04/2025.
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’ll be the first contact for anyone calling 999, including 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.
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 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 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 are not just there for emergencies. BT apply 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.
So, if you’re looking for a Call Centre role where you’ll go home after every shift knowing that you’ve 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 Advisor in Belfast employer: Virtual Hub
Contact Detail:
Virtual Hub Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Advisor in Belfast
✨Tip Number 1
Familiarise yourself with emergency services and their protocols. Understanding how to effectively communicate with callers in distress is crucial for this role, so consider researching common scenarios that may arise during 999 calls.
✨Tip Number 2
Practice your active listening skills. You’ll need to quickly assess the situation and respond appropriately, so engaging in role-play exercises with friends or family can help you refine these skills before the interview.
✨Tip Number 3
Demonstrate your emotional intelligence during the interview. Be prepared to discuss how you handle stressful situations and provide examples of times when you've shown empathy and support to others in need.
✨Tip Number 4
Show your commitment to the role by being flexible with your availability. Since the position requires a rotational shift pattern, expressing your willingness to adapt to different hours can make you a more attractive candidate.
We think you need these skills to ace Customer Service Advisor in Belfast
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities of a Customer Service Advisor at BT. Familiarise yourself with the nature of the calls you'll be handling and the skills required, such as communication and critical thinking.
Tailor Your CV: Highlight relevant experience in customer service or similar roles. Emphasise skills like active listening, emotional intelligence, and your ability to work under pressure. Make sure your CV reflects your genuine desire to help others.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping people in critical situations. Use specific examples from your past experiences that demonstrate your communication skills and ability to remain calm under pressure.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application shows attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at 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. You might want to practice common scenarios where you need to convey information calmly and effectively.
✨Prepare for High-Pressure Situations
Given the nature of the role, it's important to show that you can handle stress. Think of examples from your past experiences where you've successfully managed challenging situations. Be ready to discuss how you maintained composure and provided support during those times.
✨Emphasise Your Empathy and Caring Nature
This role requires a genuine desire to help others in critical situations. Prepare to share stories that highlight your empathetic approach and how you've supported individuals in need. This will show that you understand the emotional weight of the job.
✨Familiarise Yourself with BT's Values
Research BT and their commitment to customer service, especially in emergency situations. Understanding their values and mission will allow you to align your answers with what they are looking for in a candidate, making you a more appealing choice.
