ECAS Operator

Job Description

Location: Navan

Closing Date: 25th of Nov

Fixed Term Contract until November 2027

Why BT?
BT has always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we are a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - these are the values we live by while creating an inclusive working environment where people from all backgrounds can succeed.

Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe, and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So, if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our team.

Why ECAS, BT Ireland
We have approximately 1 -2 million customers and serve over half the FTSE 350. Our customers range from big household names, government departments and public service organisations right through to small businesses and new start-ups. We cover both the communications and IT services markets. Overall, we are focused on four main product markets: Fixed Voice; Mobility; Fibre and connectivity; networked IT services provided over the biggest UK network in both fixed and mobile communications. We also provide network IT services to corporate and public sector organisations in the Republicof Ireland. Our Wholesale business helps communications providers (CPs), and other organisations provide fixed or mobile phone services. Our ventures provide mass-market services like directory enquiries and payphones, and enterprise services including Fleet Solutions and BT Redcare. We also offer specialist enterprise services to our Internet of Things customers.

The 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.

Why this job matters
Our purpose is to use the power of communication to make a better world. For each other, for our customers/callers, for society and our communities.

The ECAS Purpose:
To assist and support all activities across the ECAS Management Team and deliver an efficient and effective customer experience.

Provide a high quality, equal access 999/112 service.

What I will Be Doing - My Accountabilities

• Responsible for delivering a high-quality service to our Customers using a variety of contact methods, first time, every time.
• Ownership and delivery of KPI targets.
• Follow all processes and procedures to ensure accuracy of all information.
• Remaining focused when handling calls to ensure the correct script is followed for each relevant call type – particularly when the call type is changing quickly and frequently.
• Acknowledge the customer and be courteous in all correspondence, displaying empathy where appropriate, and managing the contact professionally in both pace and tone.
• To handle and take ownership of customer enquiries, to identify and understand when there is a need to escalate.
• Positively welcome coaching and feedback as an opportunity to improve personal and business performance contributing to a culture of continuous improvement.
• Liaise with other departments to provide flawless delivery.
• Help others to be successful by sharing best practice.
• Be an ambassador for BT and a role model that supports the business.
• Use initiative to ensure delivery of quality and required performance standards.
• Inform Caller/ Emergency Service of all relevant information.
• Be adaptable and comfortable with an ever-changing environment, ensuring that all briefings are read and understood, seeking support if anything is unclear.

Skills Required For this role:

• 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.
• Strictly adhere to all relevant procedures
• Listen carefully to the expectations of the customer/caller and deliver within the current remit of the service solution.
• Irish speaking of scripts will be required. you must complete a short course in Irish language call handling during the role. Training will be supplied at BT ECAS
• 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.
  

Benefits
BT 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 health
• Healthcare cover for you to plan for your future health whilst participating in our wellness programme with a calendar of activities
• Life 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 year
• There’s also great support for working parents including pay whilst on maternity, adoptive, and paternity leave
• Opportunity to buy BT shares, and share in our future success with tax-advantaged employee saving plans
• Opportunity to take time off for volunteering, and we’ll help with your fund raising too
• Subsidised sports and social club

With 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.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.

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.