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BT Customer Service Advisor
Location: Glasgow
Hours: Part-time (25 hours per week)
Starting Pay Rate: £13.42 per hour
Contract: Temporary with career progression opportunities
Various Shift Patterns Available.
Join BT and Make a Difference
BT is the UK's largest telecom provider, known for industry-leading expertise, cutting-edge technology, and comprehensive training.
This is a Safety Critical Role, where you will be the first point of contact for 999 calls—including emergencies for the Police, Ambulance, Fire & Rescue, Coast Guard, and Mountain Rescue. BT has proudly handled 999 calls for over 85 years, maintaining calm, confident, and reliable service in high-pressure situations.
Your Role as a 999 Call Handler
Your key responsibility as a Customer Service Advisor is to quickly assess the caller's situation and direct them to the appropriate emergency service. Calls typically last between 30-60 seconds, requiring a structured yet compassionate approach.
This role involves providing critical support to individuals in moments of urgency and distress. If you have a genuine desire to help others and make a real impact, this role is highly rewarding.
Comprehensive Training & Career Growth
BT offers extensive full-time training, with hours covering both days and evenings, along with continuous support from experienced trainers, team leaders, and colleagues.
As part of BT Voice Services, you'll have the opportunity to develop multi-skilled expertise beyond emergency calls—including Rapid Response, Relay UK Services, and Directory Enquiries.
Note: No holiday requests can be approved during the first 6 weeks due to mandatory 100% attendance.
What You'll Bring
* Excellent communication & active listening skills
* Strong critical thinking skills while working under pressure
* A caring nature to support those in need
* High emotional intelligence, self-awareness & empathy
* Solid literacy & IT skills, with a diligent approach
Inclusivity Statement
Studies show women, disabled individuals, LGBTQ+ community members, neurodiverse individuals, and ethnic minorities are less likely to apply unless they meet every qualification. We are committed to building a diverse, inclusive, and authentic workplace. If you're excited about this role but don't meet every requirement, please apply—you might be the right fit for this or other roles.
Rewards & Benefits
* Competitive pay rates
* Overtime opportunities
* Career progression within BT
* Fully paid training
* Access to Blue Arrow training portal
* Auto-enrolment in pension scheme
* 28 days of paid holiday
* Wellbeing support
All applications are subject to pre-employment and reference checks, including DBS clearance.
Ready to make a difference?
Apply today and join a trusted team vital to emergency response!
Blue Arrow is a Disability Confident Employer dedicated to providing great opportunities for everyone.
Job Details
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Customer Service
* Industries: Administrative and Support Services
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