Customer Service Advisor

We’re recruiting for Customer Service Advisors to earn up to £31.27 per hour. 

Customer Service Advisor benefits:  

• Attractive pay rates
• Overtime opportunities
• Career progression
• Performance information
• Full paid training
• Instant access to Blue Arrow training portal
• Auto enrolment in pension scheme
• 28 days paid holiday

Training is included to prepare you for this role.  

Customer Service Advisor role:  

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.  

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 emergency call 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.

Whilst working Onsite, the client care about health, safety and wellbeing and understand how much focus and attention is needed to make sure we’re all able to thrive and be our best at work. This means keeping workplaces clean, safe and somewhere we feel happy and proud to work.

This is a safety critical role, and it is important that those working in this role are not suffering from medical conditions or undergoing any medical treatment which is likely to cause sudden loss of consciousness or incapacity and that any underlying health conditions are stable / well controlled. 

The clients are serious about safety and we all should remember that we should always protect health and safety at work. There are no shortcuts when it comes to keeping everyone safe. We all work safely, and we all go home safe, because we look out for each other’s safety and the safety of those around us like contractors, customers, the public and those sharing the spaces where we work.

The client is mindful that work has proven benefits for health, and health has proven benefits for work. They drive their business success by promoting a healthy, safe and supportive environment that’s based on integrity, mutual respect and ethical behaviour. So, they can provide lots of information, resources and guidance to help all of us live as healthily as we can.

Compliance with all client policies is mandatory and applies to all employees and during training access to policies and guidelines will be available to you.

Customer Service Advisor pay:  

£13.24 - £31.27 Per hour, depending on shift days and times. A full list of payrates can be located below.  

Overtime rates including holidays. 

£33.55 - £37.98 per hour over time for Bank Holidays. 

£40.26 - £44.69 per hour over time for Xmas Day.  

Voceer presents this job opportunity for Postify Limited, a 50 person sized company who are categorized as a Recruitment Agency.

This position is being managed by Postify Limited, a reputable recruitment agency known for placing candidates in desirable positions.