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ECAS Operator
Posting Date: 2 May 2025
Function: Service
Unit: Business
Location: AthLumney, Navan, Ireland
Start Date: 10/06/2025 (Selected Candidates must be available to start on 10/06/2025 and be available for 2 weeks of training - Monday to Friday)
Why BT?
BT has always been an organization 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 core, we are a technology company with research and innovation in our DNA and a desire to be personal, simple, and brilliant for our customers. We foster an inclusive work 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, capable of achieving great things. From supporting emergency services, hospitals, banks, and keeping economies online and secure, to delivering large-scale infrastructure like BT Sport.
Today, in a fast-changing digital world, our purpose remains true. Yet, market conditions, regulation, and competition are tougher than ever. If you have drive, optimism, and resilience, we’ll offer personal development opportunities, learning experiences, and career growth. If that’s you, we’d love you to join our team.
Why ECAS, BT Ireland
We serve over 1-2 million customers, including large organizations, government departments, and small businesses, across communications and IT services. Our main markets include Fixed Voice, Mobility, Fibre and Connectivity, and Networked IT services. We also provide services to public sector organizations and support wholesale and enterprise markets.
The ECAS (Emergency Call Answering Service) handles all emergency calls and texts in Ireland, connecting callers to emergency services. It is a vital public service.
Why this job matters
Our purpose is to use communication to create a better world—for our colleagues, customers, society, and communities.
The ECAS Purpose: To support activities across the ECAS Management Team and ensure an efficient customer experience, providing high-quality, equal access to 999/112 services.
Responsibilities
* Deliver high-quality customer service across multiple channels, ensuring first-time resolution.
* Achieve KPI targets and adhere to all processes for accuracy.
* Follow scripts and procedures, especially when call types change rapidly.
* Communicate courteously and empathetically, managing contacts professionally.
* Handle inquiries, escalate when necessary, and seek continuous improvement.
* Collaborate with other departments and share best practices.
* Represent BT positively and support a dynamic environment.
* Provide relevant information to callers and emergency services, and adapt to changing environments.
Skills Required
* Focus and attention to detail during calls.
* Calmness and focus under pressure.
* Adherence to procedures.
* Active listening and effective communication.
* Irish language proficiency, with training provided.
* Compliance with regulatory obligations.
* Accurate typing skills.
* Assessment of training stages for progression.
Benefits
BT Ireland is a recognized “Healthy Place to Work,” offering benefits like pension contributions, healthcare, life assurance, health insurance, holiday entitlement, parental support, share schemes, volunteering opportunities, and social clubs.
The Customer Service Advisor 1 role involves supporting customers across channels, delivering value, and ensuring excellent service under supervision.
What you’ll be doing
Assist in creating value-based relationships, gather and analyze customer information, execute routine work, handle customer contacts professionally, and participate in continuous improvement activities.
The skills you’ll need
Complaint management, information management, communication, needs analysis, problem-solving, time management, CRM, technical support, decision-making, growth mindset, stakeholder management.
Leadership qualities include inspiring trust, owning outcomes, delivering for customers, demonstrating commercial focus, experimenting, and building diverse teams.
BT values diversity and inclusion, encourages applications from all backgrounds, and offers flexible working arrangements and adjustments for the selection process.
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