Customer Service Advisor : Customer Service Advisor Ref:14001

Details

You’ll be providing critical services as the first contact for anyone calling 999, this will include calls for the Police, Ambulance, Fire Rescue, Coast Guard, Mountain Rescue, to ensure people get the help they need, and it can save lives. 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, 365 days per year, no matter what. They’re all powered by BT’s trusted technology too to ensure accuracy, speed and response in supporting people at their most critical time of need. The safety critical role as Customer Service Advisor is to quickly gain an understanding of the nature of the call and direct them to the most appropriate emergency services or advise the caller of alternative solutions they need to consider. 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. 999 Key Responsibilities: ? Adhere to 999 procedures at all times, while actively listening for changes as a call progresses and responding as needed. Ensuring a caller’s request is dealt with effectively and efficiently and the call is quickly connected to the appropriate emergency authority if required. ? Focus on your screen throughout calls, being able to react quickly as required and follow any instructions. ? Remain calm and free from distractions when handling distressing calls which could result in you saving someone’s life. Other Key Responsibilities, if upskilled: ? To find contact details of businesses and people across the UK for DQ callers. Providing accurate information while working within the guidelines for each DQ provider’s remit. ? Offer call connect during every relevant contact with Directory Enquiry callers. ? Ensure all price and regulatory obligations are complied with, where appropriate, on each call including correct charges where necessary. of all relevant information, including correct charges where necessary. ? Relaying conversations verbatim using quick and accurate typing skills (50+ words per minute) specifically in relation to the conversion of speech into text. 98% accuracy to be achieved. ? Using call control politely, in order to maximise your ability to relay the conversation accurately, resulting in a fluid and natural experience for our Relay UK users. ? Assisting callers who are not familiar with Relay UK, guiding them through our process to result in an easy and comfortable experience for all. ? Avoid becoming involved in our Relay users’ conversation unless you are asked to assist with something. Adhering to 100% confidentiality with Relay UK call content at all times. Skills Required 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 nature

Salary

£12.58 - £28.17 Per hour, depending on shift days and times. A full list of payrates can be located below.

Closing date

24/05/2025

hours

Part Time, 25 hours, between 08.00am-23.00pm. You will be required to work any 5/7days (5 hour shifts per day) and available 365 days per year. Training; This role is office based and you will have 4 weeks training on a Full-Time basis - 100% attendance required for training. The 2 part-time intakes are for W/C 05/05 x9 and W/C 26/05 x10 which is Day 1 of training which candidates will be paid for.

How to apply

Please send your CV to emma.donaldson@liverpool.gov.uk quoting 'Customer Service advisor' in the email subject. You will then receive a Screening Call, a Microsoft Teams Interview, a Client Interview and then commence Pre-employment checks.