Blue Arrow Recruitment

Phone Number: 02890315005
Email: belfast@bluearrow.co.uk
Web: www.bluearrow.co.uk

Job description

As a Call Handler for Relay UK, you’ll support deaf, speech-impaired, and hearing individuals by facilitating phone conversations through a relay service. You’ll type spoken words and relay typed responses in real-time, ensuring smooth and accurate communication. 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, 365 days per year, no matter what. They’re all powered by BT’s trusted technology too to ensure accuracy, speed and response in supporting people at their most critical time of need. This role requires exceptional typing skills (minimum 50 WPM with 98% accuracy) and the ability to remain composed and professional while handling sensitive or emotionally charged conversations.

Responsibilities

• Relay real-time conversations between text and voice users with accuracy, empathy, and confidentiality.
• Guide new users through the Relay UK process.
• Stay focused and composed during sensitive or emotionally charged calls.
• Follow structured processes and BT’s accessibility standards.
• Once upskilled, support 999 emergency calls and other call streams (e.g., Directory Enquiries).

Skills and Qualifications

Essential Skills

• Typing speed of at least 50 WPM with 98% accuracy.
• Ability to demonstrate clear, empathetic communication under pressure.
• Strong attention to detail and ability to follow structured processes.
• Emotional resilience and a genuine desire to help others.

Further Information

5 Lanyon Place, Belfast, BT1 3BT. Shift Patterns: Choose from two rotating 4 week shift patterns: Pattern 1: 2 weeks of shifts between 06:00 - 17:00, followed by 2 weeks between 12:00 - 23:00. Pattern 2: 2 weeks of shifts between 08:00 - 19:00, followed by 2 weeks between 12:00 - 23:00. Weekend rest days included. Training: Full-time, Monday to Friday, 09:00 - 17:45 for 4 weeks. 100% attendance required.