Customer Service Advisor

Postify; Liverpool; On-site; GBP 40,000 - 60,000; Full time

Job summary

An established industry player is seeking dedicated Customer Service Advisors to provide critical support as the first point of contact for emergency calls. In this safety-critical role, you will help individuals in their most urgent moments, ensuring they receive the necessary assistance quickly and effectively. With comprehensive training provided, this position offers an attractive pay rate and opportunities for overtime. If you have a genuine desire to make a difference and thrive in a fast-paced environment, this role is both rewarding and impactful.

Benefits

Attractive pay rates

Overtime opportunities

Full paid training

Instant access to Blue Arrow training portal

Qualifications

• Ability to handle emergency calls and direct them appropriately.
• Strong typing skills with 98% accuracy required.

Responsibilities

• Adhere to emergency call procedures and respond swiftly.
• Maintain composure during distressing calls.

Skills

Active Listening

Clear Communication

Typing Skills

Stress Management

Education

High School Diploma

Job description

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We’re recruiting for Customer Service Advisors to earn up to £31.27 per hour.

• Attractive pay rates
• Overtime opportunities
• Performance information
• Full paid training
• Instant access to Blue Arrow training portal

Training is included to prepare you for this role.

Customer Service Advisor role:

You’ll be providing critical services as the first contact for anyone calling 999, including calls for the Police, Ambulance, Fire Rescue, Coast Guard, Mountain Rescue, to ensure people get the help they need, and it can save lives.

The safety-critical role of a Customer Service Advisor is to quickly understand the nature of the call and direct callers to the appropriate emergency services or suggest alternative solutions. This role involves supporting individuals in their most critical moments, often handling challenging and emotional situations.

Your average call will last between 30-60 seconds, during which you'll follow structured processes and communicate clearly and calmly. If you have a genuine desire to help people and make a difference, this role is highly rewarding.

Key Responsibilities:

• Adhere to emergency call procedures, actively listen for changes during calls, and respond appropriately. Ensure callers' requests are handled effectively and swiftly connect them to the relevant emergency service when needed.
• Focus on your screen throughout calls, react quickly to instructions, and maintain composure during distressing calls which could be life-saving.

Additional Responsibilities (if upskilled):

• Find contact details across the UK for Directory Enquiry callers, providing accurate information within guidelines.
• Offer call connect services during relevant contacts.
• Ensure compliance with pricing and regulatory obligations, including correct charges where applicable.
• Relaying conversations verbatim with quick and accurate typing skills (50+ words per minute) with 98% accuracy.
• Use call control politely to ensure smooth and natural conversations for Relay UK users.
• Assist callers unfamiliar with Relay UK, guiding them through the process.
• Maintain confidentiality of all Relay UK call content.

Our client values health, safety, and wellbeing in the workplace, ensuring a clean, safe, and positive environment. This is a safety-critical role; candidates must not have medical conditions that could cause sudden loss of consciousness or incapacity, and any health issues should be stable and well-controlled.

The company emphasizes safety and expects all employees to prioritize health and safety at work, working safely and looking out for each other's safety, including contractors, customers, and the public.

The organization promotes a healthy, safe, and supportive environment based on integrity and mutual respect, providing resources to support healthy living.

Compliance with all policies is mandatory. During training, access to policies and guidelines will be provided.

Pay:

£13.24 - £31.27 per hour, depending on shift days and times. Full pay rates are listed below.

Overtime rates (including holidays):

£40.26 - £44.69 per hour for Christmas Day.

Company Info:

Postify
Rotherham, North Yorkshire, United Kingdom

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