Job Description

Position Title: Customer Service Advisor (999 Emergency & Relay Support)

Office Location: Belfast

Enterprise Overview:

Blue Arrow invites you to contribute your expertise to a position of profound significance, joining the premier telecommunications provider in the UK. For over eight decades, this organization has been the trusted backbone for managing 999 emergency communications.

Operating as part of a 24/7, year-round unit, our mission is to provide life-saving support through accuracy, velocity, and decisive action. Our dedicated teams manage hundreds of interactions per shift across Emergency services (999/112), DQ (118500), and Relay UK. A central component of this role involves supporting individuals with communication difficulties by transcribing real-time voice conversations with complete confidentiality and without bias.

Role Details:

As a Customer Service Advisor, you serve as the primary link during a person’s most harrowing moments, maintaining composure to route them swiftly to the appropriate emergency responder. This position transcends standard call handling; it is a vital service where every shift offers the opportunity to save lives.

Primary Responsibilities:

Act as the initial point of contact for critical emergency and relay inquiries.
Transcribe real-time voice-to-text conversations for Relay UK users with high precision.
Direct callers calmly and efficiently to the required emergency service departments.
Maintain strict adherence to structured protocols and confidentiality mandates.

Required Qualifications:

Ability to communicate with clarity and empathy while under intense pressure.
Strong critical thinking skills and the ability to follow rigid operational processes.
Typing proficiency of at least 50 words per minute with a 98% accuracy rate.
Emotional resilience to remain steady in high-stakes and distressing scenarios.

Training & Attendance:

Initial training consists of 37.5 hours per week (Full-time) for 4 weeks.
A mandatory 100% attendance policy is enforced for the first 6 weeks of employment.

Shift Patterns (25 Hours Weekly):

Option 1: A rotating 4-week cycle with shifts scheduled between 12:30 and 21:00.
Option 2: A rotating 4-week cycle with shifts scheduled between 14:30 and 23:00.
Both options involve working 5 days out of 7, including weekends and public holidays.

Rewards & Benefits:

Competitive hourly rates and access to overtime.
Clear paths for professional growth and career advancement.
Fully remunerated comprehensive training program.
Access to the Blue Arrow digital learning portal.
Automatic enrollment in a workplace pension scheme.
28 days of paid annual leave.

Application Phases:

Initial screening interview and audio typing evaluation (50 WPM / 98% Accuracy).
Secondary client-level interview and formal typing assessment.
Final pre-employment verification, including DBS and reference checks.

Job Data Table

Category	Details
Company Name	Blue Arrow Ltd
Location	Belfast, United Kingdom
Locality	Northern Ireland
Country	United Kingdom
City	Belfast
Region	Belfast
Job Type	Temporary to Permanent
Salaries	£13.42 to £31.37 per hour
Experience Level	Entry Level (High Typing Proficiency Required)
Travel	Not Specified
Language	English
Benefits	Pension, 28 Days Holiday, Paid Training, Blue Arrow Portal

Skills & Competency Table

Key Skills	Competency Level
Audio Typing (50+ WPM)	Expert
Empathetic Communication	High
Critical Thinking	Advanced
Emotional Resilience	Expert
Process Adherence	High
Confidentiality Management	Expert

Salaries Pay Calculator Table

Annual Salary	Bonus	Total Compensation	Notes
£17,446 – £40,781	Overtime Available	Base + Overtime	Based on 25 hours/week; varies by shift
£13.42/hr (Base)	N/A	Hourly Rate	Top rate (£31.37) applies to specific shifts

Job Summary

This Belfast-based role involves handling 999 emergency calls and Relay UK transcribing for the UK’s leading telecoms provider. Working 25 hours weekly on rotating shifts, you will direct emergency services and assist those with communication challenges. High typing speed (50 WPM) and emotional composure are essential for this life-saving position.

5 FAQs

What is the minimum typing speed required?

You must be able to type at least 50 words per minute with a minimum of 98% accuracy.

When does the job start?

The scheduled start date for this intake is 16/02/2026.

What does the training involve?

Training is full-time (37.5 hours per week) for four weeks and requires 100% attendance for the first six weeks.

Why is the pay range so wide?

The hourly rate varies from £13.42 to £31.37 depending on the specific shift patterns and hours worked (e.g., weekends or bank holidays).

Is this a permanent job?

The contract starts as temporary but has a clear pathway to becoming a permanent position.

Expert Analysis

This role is a unique blend of technical skill and high-level empathy. Unlike standard customer service, the “Relay UK” component requires exceptional real-time transcription skills, making it a “hidden” specialist role. The top-tier pay rate of £31.37 is significantly above market average for the sector, reflecting the critical nature of 999 emergency dispatching.

Location & Logistics Guide

The role is located in Belfast, a primary hub for emergency call centers in the UK. These centers are typically situated in high-security, accessible locations with strong public transport links to accommodate the 24/7 shift rotations.

Wikipedia URL: https://en.wikipedia.org/wiki/Belfast

Career Path

Successful advisors often move into Team Leader or Floor Manager roles within the emergency services framework. The high-level training in critical incident management and transcription also provides a strong foundation for careers in the police service, civil service, or specialized communication roles within the broader telecommunications and tech industries.

To apply for this job please visit www.bluearrow.co.uk.