Customer Service Advisor

Blue Arrow; United Kingdom; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading telecommunications provider in the UK seeks a Customer Service Advisor for emergency call handling. This role involves supporting individuals in critical times while providing reliable service. Successful candidates will have strong communication skills and the ability to handle high-pressure situations. Comprehensive training and development are provided, along with a route to a permanent position.

Benefits

Comprehensive training

Continuous support from experienced staff

Qualifications

• Genuine desire to help people and make a difference.
• Ability to manage challenging and emotional situations.
• Understanding structured processes while communicating clearly.

Responsibilities

• Direct calls to the most appropriate emergency services.
• Support individuals in critical situations.
• Follow structured processes while communicating with callers.

Skills

Successful Communication and Active Listening skills

Critical thinking under pressure

Caring nature

Emotional Intelligence

Good standards of literacy, IT & typing skills

Job description

BT Customer Service Advisor
Location: BT Telephone Exchange, Bangor, LL57 2RG
Pay Rates: £13.42 to £31.27 per hour, depending on working hours.
Hours: 37.5 hours per week (5 days out of 7 including weekends and Bank Holidays)
Shift Pattern Options:

Option 1: BT Customer Service Advisor
Location: Bangor, LL57 2RG
Pay Rates: £13.43 to £26.84 per hour, depending on working hours.
Hours: 37,5 per week

Shift Pattern Options: Shifts are based on 4 week Rota.

Option 1:
Week 1 & 2 working between 06:00 and 17:00
Week 3 & 4 working between 12:00 and 23:00

Option 2:
Working between12:00 and 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 to Permanent opportunities
Start Date: 11th August

Join the UK’s biggest telecoms provider, who are specialists in providing Industry leading expertise backed by innovative technology and who provide comprehensive training.
The calls we receive come out of the most extraordinary circumstances, so we've built a team to match. Our people have been specially selected and trained, and we think they are the most knowledgeable and skilled Customer Service Representatives in the industry.

This is a Safety Critical role and you’ll be the first contact for anyone calling 999, this will include 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. All Contact Centre Advisors are UK based to provide a reliable service no matter what. They’re all powered by BT’s trusted technology too.

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, as you balance challenging and emotional situations. Your average call will last between 30 -60 seconds and you will follow 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, IT & typing skills with a diligent nature

Training & Development

You’ll receive full training and continuous support from experienced trainers, team leaders, and colleagues. Within six months, you will also be upskilled to support Relay UK services.

What is Relay UK?

Relay UK is a free service that enables deaf, hard of hearing, and speech-impaired individuals to communicate over the phone with the help of a relay assistant who relays the conversation between the caller and the person they are calling. You’ll be trained to handle a variety of emergency scenarios, but within this service it’s your typing performance that ensures no detail is missed when it matters most.