Customer Service

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, remaining calm, confident, and reliable in high-pressure situations.

Your Role as a 999 Call Handler

As a Customer Service Advisor, your key responsibility is to quickly assess the caller's situation and direct them to the appropriate emergency service. Your calls will typically last between 30-60 seconds, requiring a structured yet compassionate approach.
This is not an ordinary call handler role-you'll be 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 truly rewarding.

Comprehensive Training & Career Growth

BT provides extensive Full-Time training with hours covering both days and evenings and 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.

Important: 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 while working under pressure
* A caring nature to support those in their time of need
* High emotional intelligence, self-awareness & empathy
* Solid literacy & IT skills, with a diligent approach

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.

Rewards & Benefits

* Competitive pay rates
* Overtime opportunities
* Career progression within BT
* Fully paid training
* Instant access to the Blue Arrow training portal
* Auto-enrolment in the pension scheme
* 28 days of paid holiday
* Wellbeing support relevant to you

Important: All applications are subject to pre-employment and referencing checks, including DBS clearance.

Ready to make a real difference? Apply today and become part of a trusted, experienced team that plays a vital role in emergency response!

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.