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BT Customer Service Advisor

Location: Three Snowhill, Snowhill Queensway, Birmingham, B4 6GA

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: 01/12/2025

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.

We are seeking a proactive and organised Customer Service Coordinator to join our dynamic team. This role is ideal for someone with experience in scheduling appointments for field engineers and managing customer communications related to machine repairs and servicing.

Key Responsibilities:

• Handle incoming customer enquiries via phone and email in a professional and courteous manner
• Schedule and coordinate appointments for engineers to carry out machine repairs and maintenance
• Liaise with engineers to ensure availability and efficient route planning
• Maintain accurate records of service requests, appointments, and customer interactions
• Provide timely updates to customers regarding appointment status and engineer arrival times
• Work closely with internal teams to ensure parts and resources are available for scheduled jobs
• Resolve customer issues and escalate where necessary to ensure high levels of satisfaction

Requirements:

Proven experience in a customer service role, ideally within a technical or engineering environment

• Strong organisational and time management skills
• Excellent communication skills, both written and verbal
• Ability to work under pressure and manage multiple tasks simultaneously
• Familiarity with scheduling software or CRM systems is a plus
• A team player with a positive attitude and a commitment to delivering outstanding service

The Benefits:

• Competitive salary with annual bonus scheme.
• Bunzl 'Save as you Earn' Sharesave scheme – buy Bunzl shares at a discounted price.
• 28 days holiday per annum (including bank holidays) & holiday purchase scheme.
• Company sick pay scheme.
• Company personal pension plan with free x3 free life assurance scheme.
• Comprehensive training, career development and advancement opportunities.
• Complete range of high street discounts, discounted gym memberships, etc.
• One day's paid time off per annum to undertake voluntary work.

Equal Opportunities:

We are an equal opportunity employer and Disability Confident Committed and welcome applications from individuals of all backgrounds, experiences, and perspectives. If you require any accommodations or adjustments during the application process, please let us know.

Job Types: Full-time, Permanent

Pay: From £27,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Employee stock purchase plan
• Free flu jabs
• Free parking
• Gym membership
• Health & wellbeing programme
• On-site parking
• Paid volunteer time
• Referral programme
• Sick pay

Application question(s):

• What experience do you have managing customer queries and booking in services to attend them to resolve their query?

Work Location: In person

• Respond to customer inquiries via phone, email, and live chat in a timely and professional manner.
• Provide accurate information about products, services, and company policies.
• Resolve customer complaints and issues effectively and efficiently.
• Process orders, returns, and exchanges according to company procedures.
• Maintain detailed records of customer interactions and transactions in the CRM system.
• Identify opportunities to upsell or cross-sell relevant products and services.
• Gather customer feedback and report it to the relevant departments for service improvement.
• Collaborate with team members to share knowledge and best practices.
• Adhere to all company service standards and performance targets.
• Assist with administrative tasks related to customer service operations.
• Contribute to a positive and supportive team environment.
• Continuously enhance product knowledge to provide informed assistance.
• Escalate complex issues to senior team members when necessary.

• Previous experience in a customer service or call centre role is preferred.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and ability to build rapport with customers.
• Patience, empathy, and a customer-centric attitude.
• Proficiency in using computer systems, including CRM software and MS Office.
• Good problem-solving and decision-making abilities.
• Ability to multitask and manage time effectively.
• Reliable and punctual with a strong work ethic.
• Ability to work independently and as part of a team.
• Adaptability to changing customer needs and company procedures.
• A positive and resilient attitude.

Up to £55,000 + Benefits | Leadership | Customer Excellence | Process Improvement

Are you a straight-talking, people-focused leader who thrives in a fast-paced, customer-driven environment?
Do you take pride in running a motivated team and love turning good service into exceptional service?

If so, this could be the perfect opportunity for you.

We’re partnering with a respected manufacturer and distributor within the electrical and industrial supply sector .
They’re a well-established organisation with around 60 employees , known for high standards, a no-nonsense culture, and a commitment to customer satisfaction.

As Customer Services Manager , you’ll lead a team of eight across sales administration and internal sales , ensuring the department delivers a best-in-class experience for every customer.

You’ll review and enhance processes and SOPs , introduce data-led KPIs , and create an environment where customer excellence, ownership, and accountability come naturally.

Leading and developing a team of 8 across customer service and internal sales

Reviewing and improving customer service processes and SOPs

Creating and tracking meaningful KPI frameworks to drive performance

Ensuring customers receive consistent, efficient, high-quality service

Working closely with sales, marketing, and operations to improve communication and results

Using data and insight to identify trends, successes, and areas for improvement

Proven leadership within customer service, internal sales, or sales administration

Background in electrical wholesale, distribution, or building products preferred

Data-driven mindset – confident creating and analysing reports to drive performance

Straight but fair management style – credible, hands-on, and accountable

Excellent communication, organisational, and problem-solving skills

Someone who values structure, clarity, and high standards

Real autonomy to shape how customer service operates

Visible, senior role with direct impact on business performance

Supportive leadership team that values results over politics

Clear development and growth potential as the company expands

Location: Office-based in the West Midlands (commutable from Wednesbury, Dudley, Walsall, Wolverhampton, Birmingham)
Salary: Up to £55,000 + benefits
Interview Process: 2 stages

To discuss the role:
Craig McDonald –

We’re working with a forward-thinking client who is looking for a Customer Service Analyst to join their growing service team. This is a great opportunity for someone who enjoys helping others, solving problems, and delivering a first-class service to clients.

In this role, you’ll be the first point of contact for end users – making sure issues are logged, managed, and resolved within agreed timescales. You’ll also ensure tickets are tracked, 3rd parties are kept updated, and client queries are handled in a professional and friendly way.

There’s plenty of variety too – from supporting with knowledge base guides and reports, to managing smaller client accounts and working alongside colleagues across the business.

About you:

• Experience in a client-facing or service desk role (desirable, not essential)
• Great communication skills – written and verbal
• Strong organisation and time management
• A team player who can build positive relationships with colleagues and clients
• Passion for delivering excellent service
• Confident with Microsoft Office (Word, Excel, Outlook etc.)
• ITIL awareness would be a bonus, but not essential

Don’t worry if you don’t tick every box – our client is open to people from a range of backgrounds, especially if you bring customer service experience and the right attitude. Training will be provided to help you grow into the role.

What’s on offer

• Competitive Salary
• Hybrid working (home and office)
• Private medical insurance (after probation)
• Pension scheme (matched up to 5%)
• Life cover
• Shopping discounts and wellbeing support
• Cycle to Work scheme + shower facilities at the city office
• Company-paid travel and accommodation for training/meetings when needed

Why apply?
This is a people-first business with a culture built around teamwork, ownership, and continuous improvement. They value flexibility, work-life balance, and are committed to creating an inclusive workplace where everyone feels welcome.

Customer Service Agent

Key Information

This role comes with a basic salary of £21,941 per annum plus benefits (including RI Rewards, bonus scheme and the opportunity to earn more money with our company grading scheme)

Rentokil Initial, are a FTSE 100 Group with a small-company feel. We are not your typical Call Centre - we want our staff to enjoy working here and you'll find our people to be honest, approachable and outwardly friendly; whether it's first thing in the morning or on their way home.

Expected OTE: £3,800 per annum, with bonus and commission schemes available after probationary period

Working hours: 40 hour contract working Flexible hours Monday to Friday from 0800 - 1800 

Location: Hybrid working at our Birmingham Bromford Lane office, you will be expected to work at our office 2 days per week

The Role

You will be a key member of our Contact Centre team, responsible for providing world-class level service to our customers. You will be responsible for taking inbound calls and making outbound calls resolving a range of customer queries in your section alongside colleagues, working together towards your combined goals. You will be the first point of contact for all new, existing and prospective customers,providing service through your learnt understanding of all business services, products and procedures, resolving as many issues as possible at the first point of call.

Requirements

Key Requirements

• Ideally you will have experience working in a call centre or customer service environment however this is not essential
• Ability to work from home, this includes a dedicated workspace with suitable internet connection 
• Strong communication skills, both oral and written
• Consistent achiever who is motivated to achieve targets
• Ability to use initiative and make decisions quickly
• Someone who is open to change and innovation
• Computer literate with a good typing speed and someone who is comfortable using multiple systems

Benefits

Benefits Include

• Monthly bonus scheme of up to £1 20 per annum after probationary period
• Enrolment to our company contributory pension scheme
• Salary grading following completion of your probation period, we pride ourselves on offering our employees the opportunity for progression at a pace that is right for them
• RI Rewards - provides access to cashback and discounts from 3,000+ retailers
• Refer a Friend - to work for Rentokil Initial (can earn up to 000)
• Long service recognition  - which includes an extra five days of annual leave entitlement following the completion of five years of service
• Our Employee Assistance Programme (EAP) - which is FREE to access and available 24 hours a day, 7 days a week to you as well as your family and friends. 
• Excellent training and support from day one

A Company Putting “People First” 

Rentokil Initial (FTSE100) is one of the largest business services companies in the world, operating in 88 countries and providing services that protect people and enhance lives.  Rentokil is the world’s leading commercial pest control services provider, Initial is the world’s leading commercial hygiene services provider and its Ambius business is the world’s leading provider of plants and scenting. 

As a business we focus on the Right People, doing the Right Things and in the Right Way.  We invest a lot of time and money in training and in developing all of our colleagues to be the best that they can, and we are always looking for talented and driven people to join our Rentokil Initial Family.  

Rentokil Initial are an equal opportunities employer and are committed to creating a diverse working environment. To find out how we process your data view our careers privacy policy here

Customer Service Agent - CVC

Key Information

This role comes with a basic salary of £21,941 per annum plus benefits (including RI Rewards, bonus scheme and the opportunity to earn more money with our company grading scheme)

Rentokil Initial, are a FTSE 100 Group with a small-company feel. We are not your typical Call Centre - we want our staff to enjoy working here and you'll find our people to be honest, approachable and outwardly friendly; whether it's first thing in the morning or on their way home.

Expected OTE: £3,800 per annum, with bonus and commission schemes available after probationary period

Working hours: 40 hour contract working Monday to Friday 9am until 6pm, we can also offer 37.5 hours per week and some part time hours may be considered, please note salary would be pro rata for these hours

Location: Hybrid working at our Birmingham Bromford Lane office, you will be expected to work at our office 2 days per week

The Role

You will be a key member of our CVC Contact Centre team, responsible for providing world-class level service to our customers. You will be responsible for making outbound calls in order to obtain feedback from our customers on how they feel our service has been delivered. You will be provided with a script to use whilst doing this and you will be responsible for making calls across all of our RI businesses. 

Requirements

Key Requirements

• Ideally you will have experience working in a call centre or customer service environment however this is not essential
• Ability to work from home, this includes a dedicated workspace and good internet connection
• Strong communication skills, both oral and written
• Consistent achiever who is motivated to achieve targets
• Ability to use initiative and make decisions quickly
• Someone who is open to change and innovation
• Computer literate with a good typing speed and someone who is comfortable using multiple systems

Benefits

Benefits Include

• Monthly bonus scheme of up to £ 920 per annum after probationary period
• Enrolment to our company contributory pension scheme
• Salary grading following completion of your probation period, we pride ourselves on offering our employees the opportunity for progression at a pace that is right for them
• RI Rewards - provides access to cashback and discounts from 3,000+ retailers
• Refer a Friend - to work for Rentokil Initial (can earn up to 000)
• Long service recognition  - which includes an extra five days of annual leave entitlement following the completion of five years of service
• Our Employee Assistance Programme (EAP) - which is FREE to access and available 24 hours a day, 7 days a week to you as well as your family and friends. 
• Excellent training and support from day one

A Company Putting “People First” 

Rentokil Initial (FTSE100) is one of the largest business services companies in the world, operating in 88 countries and providing services that protect people and enhance lives.  Rentokil is the world’s leading commercial pest control services provider, Initial is the world’s leading commercial hygiene services provider and its Ambius business is the world’s leading provider of plants and scenting. 

As a business we focus on the Right People, doing the Right Things and in the Right Way.  We invest a lot of time and money in training and in developing all of our colleagues to be the best that they can, and we are always looking for talented and driven people to join our Rentokil Initial Family.  

Rentokil Initial are an equal opportunities employer and are committed to creating a diverse working environment. To find out how we process your data view our careers privacy policy here