Overview
Customer Service 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
Role
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, ensures people get the help they need, and it can save lives. This team answers 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.
Responsibilities
* 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.
* Be more than a call handler; it\'s a chance to make a real difference, every single shift.
* 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.
* Support Relay UK, a service that enables deaf, hard of hearing, and speech-impaired individuals to contact emergency services. Typing accuracy ensures no detail is missed when it matters most.
Shift Patterns
We offer a variety of shift options to suit different lifestyles.
* Option 1: A four-week rotating rota. 6:00 to 17:00 for two weeks, then 12:00 to 23:00 for two weeks. You will have some weekend rest days.
* Option 2: A four-week rotating rota. 8:00 to 19:00 for two weeks, then 12:00 to 23:00 for two weeks. You will have some weekend rest days.
Training will be full-time and may include evenings.
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.
Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.
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