Job Description

Customer Service
Location: Birmingham
Pay Rates: 13.42 to 31.37 per hour (depending on shift pattern choice)
Contract: Temporary to Permanent
Start Date: 20/10/2025
Hours: 37.5hrs (5 days over 7, including weekends and bank holidays)
Training: Full-time, 100% attendance required for the first 6 weeks
Do you type 50+ words per minute with 98% accuracy? If so, put your skills to work in a role that truly matters by joining the UK's largest telecoms provider, trusted for over 85 years to handle 999 emergency calls.
As part of a team working 24/7 365 days a year we make a difference to people's lives. We provide critical services, where accuracy, speed and response, ensures people get the help they need, and it can save lives. This amazing team can answer hundreds of calls per shift for Emergency (999/112), DQ (118500) or Relay UK, with multiple centres across the UK. Your role is to have an empathy for people with communication challenges and type real-time voice over conversations, without judgement and in confidence.
As a Customer Service Advisor, you'll be the first point of contact for people in their most critical moments, you will calmly and quickly be directing them to the right emergency service.
This is more than a call handler role - it's a chance to make a real difference, every single shift.
We're looking for individuals who can:

• Communicate clearly and empathetically under pressure
• Think critically and follow structured processes
• Type at least 50 words per minute with 98% accuracy
• Stay composed in emotionally challenging situations

You'll support Relay UK, a service that enables deaf, hard of hearing, and speech-impaired individuals to contact emergency services. Your typing accuracy ensures no detail is missed when it matters most.
Shift Patterns
We offer a variety of shift options to suit different lifestyles.
Option 1: A four-week, rotating rota. Offering working hours between 6:00 to 17:00 for two weeks and then 12:00 to 23:00 for two weeks. You will have some weekend rest days.
Option 2: A four-week, rotating rota. Offering working hours between 8:00 to 19:00 for two weeks and then 12:00 to 23:00 for two weeks. You will have some weekend rest days.
Training will be full-time and may include evenings.
Full Training & Career Progression
You'll receive comprehensive training and ongoing support. Within six months, you'll be upskilled and will be expected to answer 999 emergency calls and any other call streams, as required.
Rewards & Benefits:

• Competitive pay & overtime opportunities
• Career development opportunities
• Full paid training
• Instant access to Blue Arrow training portal
• Auto enrolment in pension scheme
• 28 days paid holiday

Application Process
1. Interview & Audio Typing Screening (50 WPM @ 98% accuracy)
2. Client interview & Audio Typing Assessment (50 WPM @ 98% accuracy)
3. Pre-employment Checks (DBS & references)
Ready to Make a Real Difference?
If you're looking for a meaningful role where every shift ends with the knowledge that you've helped someone in need, apply today and become part of a team that truly matters.
We are proud to be an inclusive employer. We welcome applications from all backgrounds and communities, and we are committed to building a team that reflects the diversity of our society.
Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.

Skills Required