999 Call Handler

Customer Service Advisor

Location: Dundee

Hours: Full Time 37.5 Hours

Pattern: X2 weekly rotational shift pattern.

Week 1 & 2 - 06:00 to 17:00Week 3 & 4 - 12:00 to 23:00

Pay Rates: £12.58 to £28.17 per hour, depending on working hours.

Contract: Temporary with career progression opportunities.

Start 13/01/2025.Training will be full-time, and hours will fall between days/evenings/weekends.Please note: No holiday/day off requests will be approved during the first 6 weeks of start date (100% attendance required for training period.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 and IT skills with a diligent natureAs part of the BT Voice Services community, you will also have the opportunity to be multi-skilled into several areas, as BT are not just there for emergencies. BT apply their knowledge, skills and technology to a whole range of high volume, inbound call handling scenarios - from Rapid Response, Relay UK services and Directory Enquires.Rewards & Benefits:* Attractive pay rates,* Overtime opportunities* Career progression* Full paid training* Instant access to Blue Arrow training portal* Auto enrolment in pension scheme* 28 days paid holidayAll applications will be subject to pre-employment and referencing checks, inclusive of DBS.As a 999 Call Handler you will demonstrate:CPDundee