Customer Service Advisor - Emergency Call Answering Service
BT Group
Ballyshannon, United Kingdom
25d ago

purpose is to use the power of communications to make a better world. For each other, for our customers, for society and our communities.

We need you to help us do this.

Why this role matters

Our purpose is to use the power of communication to make a better world. For each other, for our Customers / Callers / Callers, for society and our communities.

We currently have exciting opportunities for Customer Service Advisors to join our growing teams in Ballyshannon. You will be part of the team responsible for taking calls from 999 / 112customers.

You’ll be :

Owning and deliver a positive customer / caller experience, by ensuring that you take a consistent approach in every interaction.

Delivering an excellent customer experience at all times, thus contributing to the retention and providing an extremely high quality, equal access, 999 / 112 service.

Responsive and adaptable in an ever changing world, switching between simple transactions both on line and off line, as well as customer facing and non-

customer facing activities.

Listening carefully and attentively to customer calls, focusing on screens throughout all calls and following instructions as appropriate.

Calm and focused, particularly when dealing with distressed callers, to ensure that their requests are being dealt with effectively and efficiently.

Following to all relevant procedures and mandatory expressions & ensuring that all information given is accurate.

Listening to the expectations of the caller and deliver what you can within the current remit of the product.

We'll also need to see these on your CV

Call centre experience is not essential as full training is provided to enable you to deliver our service to a very high standard

You must bring excellent communication skills with a professional telephone manner and can-do attitude

Ability to work in a fast paced environment and under pressure, ensuring attention to detail is at its highest level

You'll be comfortable and proficient with the use of PC's

Effective questioning & critical thinking skills is key to success in this role

You'll bring a strong level of customer service skills & experience of working in a team environment

Excellent time management is critical

Be an excellent active listening skills with ability to build rapport over the phone.

A natural willingness to apply yourself during your training and into your future career

You'll have a natural ability to remain calm, work efficiently and follow procedures and instruction

Why choose us?

In addition to a competitive salary, you'll also receive a full contract of employment, access to internal training tools and ongoing coaching and support with potential opportunities to advance your career, furthermore as a valued employee, you'll also qualify for a wide range of high street discounts as well as :

Career development opportunities within the team and the wider BT group

Continued development to build your confidence and knowledge of the role

Support so you can offer the best service to the Customer

Pension Scheme, up to 5% Company matched

Onsite parking available

Life assurance 4 x annual salary

Employee Assistance Programme

We value different perspectives, skills and experiences. We’re creating an inclusive working culture where people from all backgrounds can succeed.

That’s why we welcome applications from all parts of the community.

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