73 Customer Service jobs in Lisburn

BT Customer Service Advisor

Location: 5 Lanyon Place, Belfast, BT1 3BT

Pay Rates: £13.42 to £31.27 per hour, depending on working hours.

Hours: 37.5

Shift Pattern Options:

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 hours will fall between days and evenings.

Please note: No holiday/day off requests will be approved during the first 6 weeks of start date (100% attendance required for training period)

Contract: Temporary to Permanent opportunities

Start Date: 24/11/2025

Join the UK's biggest telecoms provider, who are specialists in providing Industry leading expertise backed by innovative technology and who provide comprehensive training.

The calls we receive come out of the most extraordinary circumstances, so we've built a team to match. Our people have been specially selected and trained, and we think they are the most knowledgeable and skilled Customer Service Representatives in the industry.

This is a Safety Critical role and you'll be the first contact for anyone calling 999, this will include calls for the Police, Ambulance, Fire Rescue, Coast Guard, Mountain Rescue. 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 no matter what. They're all powered by BT's trusted technology too.

As a Customer Service Advisor your role is to quickly gain an understanding of the nature of the call and direct them to the most appropriate emergency services. 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.

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, IT & typing skills with a diligent nature

Training & Development

You'll receive full training and continuous support from experienced trainers, team leaders, and colleagues. Within six months, you will also be upskilled to support Relay UK services.

What is Relay UK?

Relay UK is a free service that enables deaf, hard of hearing, and speech-impaired individuals to communicate over the phone with the help of a relay assistant who relays the conversation between the caller and the person they are calling. You'll be trained to handle a variety of emergency scenarios, but within this service it's your typing performance that ensures no detail is missed when it matters most.

Rewards & Benefits:

* Attractive pay rates,

* Overtime opportunities

* Career progression

* Full paid training

* Instant access to Blue Arrow training portal

* Auto enrolment in pension scheme

* 28 days paid holiday

Application Process

Our recruitment process is designed to be straightforward and supportive:

1.Online Typing Test & Interview - Showcase your experience, capabilities and career goals

2.Client Typing Test & Interview - Meet with hiring managers to discuss your fit for the role

3.Pre-Employment Checks - Includes a Basic DBS and reference checks

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.

Blue Arrow is proud to be a Disability Confident Employer and is committed to helping find great work opportunities for great people.

Customer Service Executive
Location: Craigavon- 5 days onsite
Reports To: Customer Service Manager
Contract Type: Permanent

Role Purpose

To provide analytical support, strategic direction, and effective communication across multiple categories for Pilgrims Europe. This role ensures alignment between internal teams and customer stakeholders, driving supply chain excellence and delivering best-in-clas.

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• Manage and lead a team of technical support specialists, providing coaching, training, and performance management.
• Oversee the daily operations of the customer service department, ensuring efficient ticket management and timely issue resolution.
• Develop and implement customer service policies, procedures, and standards to enhance service quality.
• Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores, and implement strategies for improvement.
• Act as an escalation point for complex technical issues, providing advanced troubleshooting and support.
• Collaborate with product development and engineering teams to address customer feedback and identify product improvements.
• Ensure comprehensive and up-to-date documentation of support processes and solutions.
• Foster a customer-centric culture within the support team, promoting empathy and professionalism.
• Manage staffing levels, scheduling, and resource allocation to meet service demands.
• Identify training needs for the support team and develop relevant training programs.
• Stay abreast of product updates, industry trends, and best practices in technical support.

• Bachelor's degree in Computer Science, Information Technology, Business, or a related field.
• Minimum of 5 years of experience in technical customer support, with at least 2 years in a management or team lead role.
• Proven experience managing remote teams.
• Strong understanding of technical troubleshooting methodologies and customer support best practices.
• Excellent leadership, communication, and interpersonal skills.
• Proficiency with customer relationship management (CRM) and helpdesk software (e.g., Zendesk, ServiceNow).
• Ability to analyse data and generate reports on customer service performance.
• Strong problem-solving skills and the ability to remain calm under pressure.
• A passion for technology and delivering outstanding customer experiences.

• Lead, train, motivate, and manage a team of customer service representatives to achieve high performance standards.
• Monitor and analyze team performance using key metrics (e.g., response times, resolution rates, customer satisfaction scores).
• Develop and implement strategies to improve customer service processes and overall customer experience.
• Handle escalated customer inquiries and complex issues, providing timely and effective resolutions.
• Conduct regular one-on-one meetings, coaching sessions, and performance reviews with team members.
• Ensure adherence to company policies, procedures, and service level agreements.
• Collaborate with other departments to address customer feedback and identify areas for improvement.
• Contribute to the development and delivery of customer service training programs.
• Maintain a thorough understanding of the company's products and services.
• Foster a positive and supportive team environment that encourages collaboration and professional growth.

• Proven experience (minimum 4 years) in a customer service role, with at least 2 years in a team leadership or supervisory capacity.
• Demonstrated ability to lead, coach, and motivate a team.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong understanding of customer service principles and best practices.
• Experience with customer relationship management (CRM) software and ticketing systems.
• Ability to analyze performance data and implement data-driven improvements.
• Proficiency in Microsoft Office Suite.
• Strong organizational skills and the ability to manage multiple priorities.
• Adaptability and willingness to work effectively in a hybrid environment.
• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.

This position is permanent, part time and based in our Bangor (Northern Ireland) office.

Starting salary of £12,285 (£2.60 per hour).

Our internal progression program 'Send My Bag - Levels' is designed to encourage you to build your knowledge and become an invaluable part of our team.

Level 1 - 2,704 ( 3.03 / hr)

Level 2 - 3,279 ( 3.62 / hr)

Level 3 - 4, / hr)

Our aim is for you to achieve Level 3 by the end of year three.

Working Hours

Your contract will be for 18.75 hours per week, consisting of 5 x 4hr shifts including a 15 minute break.

We currently have three part time positions available:

2 x Monday - Friday, 6pm to 10pm

and

1 x Monday - Friday, 8am / 9am to Midday / 1pm

Please select the shift you would like to apply for on the application form.

Requirements

With over 100,000 reviews averaging 4.7 / 5, we are the highest reviewed service of our kind worldwide and this has been achieved through providing the highest level of customer service.

A typical day will require you to speak with our customers and courier partners via phone, respond to emails and handle live chat enquiries. As you progress in your role you will be given additional tasks and training.

As a technology-based business, our customer service team consists of less than 50 colleagues. We are a business where you will help and support our customers globally, whilst knowing everyone you work with.

Successful candidates will be able to demonstrate the following:

• A professional yet friendly and engaging way with customers.
• The ability to construct well-written emails and live chat responses in good time.
• An excellent telephone manner allowing them to speak clearly with international customers and couriers by phone.
• The ability to think on their feet and remain calm under pressure – (this is not a script reading role, problem solving will be necessary).

GCSE Maths & English grades A - C is a minimum requirement, while A-levels grades A - C or an undergraduate degree is preferred.

Experience with PCs on a day-to-day basis is required, successful candidates will be working with our in-house software to manage active orders on the service. Training will be provided however it is important that candidates have previous experience in this area and their application should reflect this.

As part of the interview process candidates may undertake several short tests including, typing, spelling & grammar.

Equality Statement: We are an equal opportunities employer and welcome applications from all suitably qualified persons. Should you be invited for interview, if you require any reasonable adjustments please let us know at that time.

Benefits

Salary Progression

While public sector pay freezes have seen many people's wages stand still in recent years. Someone who joined us in January 2021 and who is now a Level 3, through a combination of our general base rise and achieving levels, will have seen their salary grow by over 60%.

Health and Well being

Benenden Private Healthcare

Including;

• 24/7 GP Helpline
• 24/7 Mental Health Helpline
• Medical Diagnostics
• Medical Treatment
• Physiotherapy
• & much more

Please visit Benenden directly for more information.

Free Annual Eye Test

Working Environment

On site car parking with FREE electric car charging

Our new Bangor office is built and equipped for purpose; from state of the art sound dampening, to multi-point adjustable chairs and free tea & coffee only a few feet from any desk:

Nights Out & Sponsorships

In recent years our team has enjoyed many good nights out including Cabaret Supper Club and VIP suites in the SSE Arena for shows such as Michael McIntyre and Kevin Bridges.

As sponsors of Ulster Rugby, Belfast Giants, Bangor FC and the Northern Ireland Senior Men's and Women's football teams, there are also opportunities throughout the year to claim tickets to local sporting fixtures.

This position is permanent, full time and based in our Bangor (Northern Ireland) office.

Starting salary of £30,000 (£5.38 per hour).

Our internal progression program 'Send My Bag - Levels' is designed to encourage you to build your knowledge and become an invaluable part of our team. Each Level comes with salary progression;

Level 1 - 1,000

Level 2 - 2,000

Level 3 - 4,000

Our aim is for you to achieve Level 3 by the end of year three.

Once you have reached Level 2 (normally after 24 months) you will be eligible to apply for any Night Shift Supervisor role that may become available and which carries a salary in excess of 0,000.

Shifts:

You will work 5 consecutive days with a shift start time between 10pm and midnight.

Your contract will be for 37.5 hours per week, consisting of 5 x 8hr shifts including a 45 minute break.

Requirements

While it is not mandatory and all applications will be considered, we are particularly interested in candidates who can demonstrate a track record of working full overnight shifts.

With over 100,000 reviews averaging 4.7 / 5, we are the highest reviewed service of our kind worldwide and this has been achieved through providing the highest level of customer service.

A typical day will require you to speak with our customers and courier partners via phone, respond to emails and handle live chat enquiries. As you progress in your role you will be given additional tasks and training.

As a technology-based business, our customer service team consists of less than 50 colleagues. We are a business where you will help and support our customers globally, whilst knowing everyone you work with.

Successful candidates will be able to demonstrate the following:

• A professional yet friendly and engaging way with customers.
• The ability to construct well-written emails and live chat responses in good time.
• An excellent telephone manner allowing them to speak clearly with international customers and couriers by phone.
• The ability to think on their feet and remain calm under pressure – (this is not a script reading role, problem solving will be necessary).
• Why a night shift is suitable for them.

GCSE Maths & English grades A - C is a minimum requirement, while A-levels grades A - C or an undergraduate degree is preferred.

Experience with PCs on a day-to-day basis is required, successful candidates will be working with our in-house software to manage active orders on the service. Training will be provided however it is important that candidates have previous experience in this area and their application should reflect this.

As part of the interview process candidates may undertake several short tests including, typing, spelling & grammar.

Equality Statement: We are an equal opportunities employer and welcome applications from all suitably qualified persons. Should you be invited for interview, if you require any reasonable adjustments please let us know at that time.

Benefits

Salary Progression

While public sector pay freezes have seen many peoples' wages stand still in recent years. Someone who joined us in January 2021 and who is now Level 3, through a combination of our general base rise and by achieving levels, will have seen their salary grow by over 60%.

Health and Well being

Benenden Private Healthcare

Including;

• 24/7 GP Helpline
• 24/7 Mental Health Helpline
• Medical Diagnostics
• Medical Treatment
• Physiotherapy
• & much more

Please visit Benenden directly for more information.

Free Annual Eye Test

Working Environment

On site car parking with FREE electric car charging

Our new Bangor office is built and equipped for purpose; from state of the art sound dampening, to multi-point adjustable chairs and free tea & coffee only a few feet from any desk:

Nights Out & Sponsorships

In recent years our team has enjoyed many good nights out including Cabaret Supper Club and VIP suites in the SSE Arena for shows such as Michael McIntyre and Kevin Bridges. 

As sponsors of Ulster Rugby, Belfast Giants, Bangor FC and the Northern Ireland Senior Men's and Women's football teams, there are also opportunities throughout the year to claim tickets to local sporting fixtures.

• Provide high-level technical support to customers via phone, email, and chat, addressing complex software and hardware-related inquiries.
• Troubleshoot and diagnose product issues, identifying root causes and implementing effective solutions.
• Escalate unresolved issues to the appropriate internal teams (e.g., engineering, product development) with detailed documentation.
• Develop and maintain comprehensive knowledge base articles, FAQs, and troubleshooting guides to empower customers and internal teams.
• Train and mentor junior customer support representatives, sharing best practices and technical expertise.
• Proactively identify trends in customer issues and provide feedback to product and engineering teams for service and product improvements.
• Manage and prioritize incoming support requests, ensuring timely and efficient resolution within service level agreements (SLAs).
• Contribute to the continuous improvement of customer support processes and tools.
• Act as a customer advocate, ensuring their needs are met and their experience is positive.
• Participate in on-call rotation as needed for urgent support escalations.

• Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Minimum of 5 years of experience in a customer service or technical support role, with a strong emphasis on software troubleshooting.
• In-depth knowledge of operating systems (Windows, macOS, Linux), networking concepts, and common software applications.
• Proven ability to diagnose and resolve complex technical issues efficiently and effectively.
• Excellent communication, active listening, and problem-solving skills.
• Experience with CRM and ticketing systems (e.g., Zendesk, Salesforce Service Cloud).
• Ability to explain technical concepts clearly to non-technical users.
• Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
• Experience in training or mentoring junior staff is a plus.
• A patient, empathetic, and customer-centric attitude.