Customer Service

TN United Kingdom; Glasgow; On-site; GBP 40,000 - 60,000; Part time

Job summary

Join a leading telecom provider as a Customer Service Advisor, where you'll play a pivotal role in handling emergency calls. This position offers comprehensive training, career progression opportunities, and the chance to make a real difference in people's lives. With a focus on effective communication and empathy, you'll be part of a team that has been trusted for over 85 years to provide reliable service in high-pressure situations. If you're looking for a rewarding role with attractive pay rates and ongoing support, this opportunity is perfect for you.

Benefits

Attractive pay rates

Overtime opportunities

Career progression

Full paid training

Access to training portal

Pension scheme enrollment

28 days paid holiday

Qualifications

• Strong communication skills to handle emergency calls effectively.
• Ability to think critically and remain calm under pressure.

Responsibilities

• Handle emergency calls for police, ambulance, and fire services.
• Direct callers to the appropriate emergency service swiftly.

Skills

Effective communication

Active listening

Critical thinking

Empathy

Emotional intelligence

Literacy skills

IT skills

Job description

BT Customer Service Advisor
Location: Glasgow
Pay Rates: £13.42 to £31.27 per hour, depending on working hours.
Hours: Part Time 25 Hours
Shift Pattern:
ol

Option 1: 4-week rota with 2 weeks of early shifts (06:00 to 14:30) and 2 weeks of late shifts (14:30 to 23:00). Rest days vary, with some fixed on weekends.

Option 2: 4-week rota of late shifts (14:30 to 23:00). Rest days vary, with some fixed on weekends.

Option 3: 4-week rota of late shifts (12:30 to 21:00). Rest days vary, with some fixed on weekends.

Option 4: 4-week rota of late and night shifts (16:00 to 02:00). Rest days vary, with some fixed on weekends.

Training will be full-time, with hours during days and evenings.
Please note: No holiday/day off requests will be approved during the first 6 weeks of training; 100% attendance is required.

Contract: Temporary with career progression opportunities.
Start Date: 12/05/2025.

Join the UK's biggest telecoms provider, known for industry-leading expertise, innovative technology, and comprehensive training.

This role involves handling emergency calls for police, ambulance, fire rescue, coast guard, and mountain rescue services. BT has been trusted with 999 calls for over 85 years, providing calm, confident, and reliable service in high-pressure situations.

As a Customer Service Advisor, your role is to understand the nature of each call quickly and direct callers to the appropriate emergency service. Calls last between 30-60 seconds, requiring structured communication, calmness, and empathy.

Key skills include:
* Effective communication and active listening
* Critical thinking under pressure
* Empathy and caring nature
* Emotional intelligence and self-awareness
* Good literacy and IT skills

Comprehensive training and ongoing support will be provided. Opportunities exist to develop skills into other areas such as Rapid Response, Relay UK, and Directory Enquiries.

Rewards & Benefits:
* Attractive pay rates
* Overtime opportunities
* Career progression
* Full paid training
* Access to Blue Arrow training portal
* Auto-enrollment in pension scheme
* 28 days paid holiday

All applications are subject to pre-employment checks, including DBS.

If you want a role where you can make a difference, apply today!

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