Emergency Call Answering Services Operator

Job Req ID: *****Posting Date: 17th September ****Function: Customer ServiceLocation: NavanSalary: Competitive and great benefitsWhy this job mattersThe ECAS (Emergency Call Answering Service) answers all emergency calls and text messages made in Ireland and connects the caller to the required emergency service.It is a vital service provided to the public on behalf of the state.As an ECAS Call Operator, you are the first point of contact in emergencies, helping deliver a fast, accurate, and compassionate ******* service.You'll play a vital role in public safety, supporting both callers and the ECAS team to ensure everyone gets the help they need - when they need it most.Please note:This is a fixed-term role until November ****.The position follows a 12-hour shift pattern, averaging 75 hours over a two-week period (four shifts one week, three the next), with weekend availability required.What You'll Be DoingHandling emergency calls with professionalism, accuracy, and empathy across various contact methods.Following established scripts and procedures to ensure the right information is communicated every time.Meeting individual and team KPIs while maintaining a high-quality customer experience.Taking ownership of enquiries, escalating when necessary, and liaising with other teams to ensure seamless service delivery.Adapting to changing environments, welcoming feedback, and contributing to continuous improvement and team success.Acting as a trusted representative of BT, sharing best practices, and upholding our standards in every interaction.Key SkillsCommunicationContinuous ImprovementProblem SolvingActive ListeningResilience/AdaptabilitySkills Required For The RoleAbility to focus on screens throughout all calls and follow instructions as appropriate.Remain calm and focused to ensure customer / caller requests are dealt with effectively and efficiently.Ability to strictly adhere to all relevant proceduresListen carefully to the expectations of the customer/caller and deliver within the current remit of the service solution.A short course in Irish language call handling will be provided by BT ECAS.This training is a requirement and will be scheduled while in the new role.Ensure all regulatory obligations are complied with, where appropriate.Ensure information given is accurate.Quick and accurate typing.Each stage of training is assessed and must be passed to progress.BenefitsBT Ireland BenefitsBT Ireland has recently received accreditation as a "Healthy Place to Work" by the Healthy Place to Work Institute.We are committed to providing great rewards to the people who drive our success.This is why we go out of our way to offer all our employees a range of benefits that reflect the full value of their skills, experience, and qualifications.As you grow and develop, your benefits will grow with you.What shape they take all depends on what direction your career takes.6% employer contribution to the BT Ireland Pension Scheme to plan for your future financial healthHealthcare cover for you to plan for your future health whilst participating in our wellness programme with a calendar of activitiesLife Assurance from 1st day of employment (4 times basic salary)Permanent Health Insurance cover (income continuance)25 days of holiday entitlement, and the opportunity to buy up to five more days every yearThere's also great support for working parents including pay whilst on maternity, adoptive, and paternity leaveOpportunity to buy BT shares, and share in our future success with tax-advantaged employee saving plansOpportunity to take time off for volunteering, and we'll help with your fund raising tooSubsidised sports and social clubWith over 175 years of heritage, BT is now the flagship business brand of BT Group.We've brought together our best people and capabilities into a B2B powerhouse serving 1 -2 million business customers internationally.We're a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups.But it's not just the technology that matters, it's what it can do to help them build stronger, smarter, more secure businesses.We value diversity and inclusion and believe in making a positive impact.We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best.With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.DON'T MEET EVERY SINGLE REQUIREMENT?Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria.We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.