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About The Company
Blue Arrow is proud to partner with
About The Company
Blue Arrow is proud to partner with BT, the UK’s largest telecommunications provider, known for delivering cutting-edge technology, industry-leading service, and exceptional training. BT has handled emergency 999 calls for over 85 years and continues to provide vital support to emergency services across the UK.
About The Role
As a Customer Service Advisor (999 Call Handler), you will be the first point of contact for individuals facing emergencies. This safety-critical role requires calmness under pressure, fast decision-making, and a compassionate approach. You'll support urgent requests for services such as police, ambulance, fire & rescue, coast guard, and mountain rescue.
Call durations are typically between 30–60 seconds, requiring efficiency, empathy, and attention to detail. You’ll also have the opportunity to become multi-skilled across services such as Rapid Response, Relay UK, and Directory Enquiries.
Responsibilities
* Answer and assess 999 emergency calls with clarity, professionalism, and urgency
* Quickly identify and direct callers to the appropriate emergency service
* Remain composed and supportive in high-pressure and emotionally charged situations
* Handle sensitive and critical calls with empathy and discretion
* Work collaboratively with a team of professionals and respond to dynamic call volumes
* Maintain accurate records and adhere to strict confidentiality and compliance protocols
Training and Development
* Fully paid training delivered by experienced professionals
* Structured onboarding with 100% attendance required for the first 6 weeks
* Ongoing support and mentoring from team leaders and peers
* Clear pathway for career development within BT Voice Services
What You’ll Bring
* Strong communication and active listening skills
* High emotional intelligence, empathy, and resilience
* Critical thinking and problem-solving abilities under pressure
* Good IT literacy and ability to follow structured procedures
* A genuine desire to help others and make a positive impact
Rewards And Benefits
* Competitive hourly rate of £13.42
* Overtime opportunities
* 28 days of paid holiday
* Access to Blue Arrow’s online training portal
* Auto-enrolment in a workplace pension scheme
* Ongoing career progression within BT
* Wellbeing support tailored to your needs
Equal Opportunity
Blue Arrow is a Disability Confident Employer committed to creating an inclusive and diverse workplace. We encourage applications from individuals of all backgrounds. Even if your experience doesn’t align perfectly with every qualification, we encourage you to apply—we value passion, potential, and purpose.
Seniority level
* Seniority level
Associate
Employment type
* Employment type
Full-time
Job function
* Job function
Customer Service
* Industries
Business Consulting and Services
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