Customer Service - Relay UK

Blue Arrow; City Of London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading staffing agency in the UK is seeking a Customer Service Advisor to handle emergency calls with empathy and precision. The role requires fast typing skills and the ability to remain calm in stressful situations. Successful candidates will receive comprehensive training and ongoing support, working as part of a team that makes a real difference in people's lives. Competitive pay and career development opportunities are provided.

Benefits

Competitive pay

Career development opportunities

Full paid training

Pension scheme enrollment

28 days paid holiday

Qualifications

• Must type at least 50 words per minute with 98% accuracy.
• Ability to communicate empathetically under pressure.
• Experience or willingness to work in emotionally challenging situations.

Responsibilities

• Answer emergency calls and direct to services.
• Type real-time voice over conversations.
• Provide assistance to individuals with communication challenges.

Skills

Clear communication

Fast typing (50+ WPM, 98% accuracy)

Critical thinking

Composure under pressure

Job description

Overview

Location: Dundee
Pay Rates: £13.42 to £31.37 per hour (depending on shift pattern choice)
Contract: Temporary to Permanent
Start Date: 13/10/2025
Training: Full-time, 100% attendance required for the first 6 weeks

Do you type 50+ words per minute with 98% accuracy? If so, put your skills to work in a role that truly matters by 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 ensure people get the help they need, and it can save lives. This 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 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 direct 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

You’ll support Relay UK, a service that enables deaf, hard of hearing, and speech-impaired individuals to contact emergency services. Your typing accuracy ensures no detail is missed when it matters most.

Shift Patterns

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

1. Option 1: A four-week rotating rota. Working hours between 6:00 to 17:00 for two weeks and then 12:00 to 23:00 for two weeks. Some weekend rest days.
2. Option 2: A four-week rotating rota. Working hours between 8:00 to 19:00 for two weeks and then 12:00 to 23:00 for two weeks. Some weekend rest days.

Training will be full-time.

Training & Career Progression

You’ll receive comprehensive training and ongoing support. Within six months, you’ll be upskilled and will be expected to answer 999 emergency calls and any other call streams, as required.

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.