Customer Service

Blue Arrow Ltd. Virtual Hub; Dundee; On-site; GBP 10,000 - 40,000; Full time

Job summary

A leading telecom service provider in Dundee is seeking Customer Service Advisors to handle emergency calls. In this critical role, you will assist individuals in urgent situations by directing them to the appropriate services. Applicants should demonstrate excellent communication skills under pressure, empathy, and accuracy in typing. The position offers full training, career progression opportunities, and competitive pay, making it a meaningful opportunity to make a real difference every shift.

Benefits

Competitive pay & overtime opportunities

Career development opportunities

Full paid training

Access to training portal

Enrollment in pension scheme

28 days paid holiday

Qualifications

• Ability to communicate empathetically
• Critical thinking and structured processes
• Typing skills and accuracy

Responsibilities

• Act as the first point of contact for emergencies
• Direct individuals to appropriate emergency services
• Handle calls calmly and effectively

Skills

Clear communication under pressure

Critical thinking

Typing speed of at least 50 WPM with 98% accuracy

Composure in emotionally challenging situations

Job description

Customer Service

Location: Dundee

Pay Rates : 13.42 to 31.37 per hour (depending on shift pattern choice)

Contract : Temporary to Permanent

Start Date : 26 / 01 / 2026

Hours : 37.5hrs (5 days over 7, including weekends and bank holidays)

Training : Full-time, 100% attendance required for the first 6 weeks

We're inviting you to bring your skills to a role that truly makes a difference-joining the UK's largest telecoms provider, trusted for over 85 years to handle 999 emergency calls.

As part of a team working 24 / 7 365 days a year we make a difference to people's lives. We provide critical services, where accuracy, speed and response, ensures people get the help they need, and it can save lives. This amazing team can answer hundreds of calls per shift for Emergency (999 / 112), DQ (118500) or Relay UK, with multiple centres across the UK. Your role is to have an empathy for people with communication challenges and type real-time voice over conversations, without judgement and in confidence.

As a Customer Service Advisor, you'll be the first point of contact for people in their most critical moments, you will calmly and quickly be directing them to the right emergency service.

This is more than a call handler role - it's a chance to make a real difference, every single shift.

We're looking for individuals who can:

• Communicate clearly and empathetically under pressure
• Think critically and follow structured processes
• Type at least 50 words per minute with 98% accuracy
• Stay composed in emotionally challenging situations

Shift Patterns

We offer a variety of shift options to suit different lifestyles.

Option 1:

A four-week, rotating rota. Offering working hours between 6 : 00 to 17 : 00 for two weeks and then 12 : 00 to 23 : 00 for two weeks. You will have some weekend rest days.

Option 2:

A four-week, rotating rota. Offering working hours between 8 : 00 to 19 : 00 for two weeks and then 12 : 00 to 23 : 00 for two weeks. You will have some weekend rest days.

Training will be full-time and may include evenings.

Full Training & Career Progression

You'll receive comprehensive training and ongoing support.

Rewards & Benefits

• Competitive pay & overtime opportunities
• Career development opportunities
• Full paid training
• Instant access to Blue Arrow training portal
• Auto enrolment in pension scheme
• 28 days paid holiday

Application Process

1. Interview & Audio Typing Screening (50 WPM @ 98% accuracy)
2. Client interview & Audio Typing Assessment (50 WPM @ 98% accuracy)
3. Pre-employment Checks (DBS & references)

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.

We are proud to be an inclusive employer. We welcome applications from all backgrounds and communities, and we are committed to building a team that reflects the diversity of our society.

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.