ECAS Operator (Customer Service)

TL;DR

ECAS Operator (Customer Service): Delivering high-quality emergency 999/112 call handling services for the Republic of Ireland with an accent on accuracy, empathy, and protocol adherence. Focus on managing distressed callers and ensuring seamless delivery of critical emergency communications.

Location: Onsite in Ballyshannon, Ireland

Company

UK's leading communications group connecting consumers, businesses, and public sector organizations across the UK and Ireland.

What you will do

• Deliver high-quality emergency services to 999/112 callers using various contact methods.
• Manage call flow by strictly following specific scripts and protocols for different call types.
• Take ownership of customer inquiries and implement positive, inventive solutions.
• Monitor and deliver against KPI targets while ensuring total information accuracy.
• Collaborate with other departments to ensure flawless emergency service delivery.
• Attend court when required to provide evidence or testimony.

Requirements

• Location: Must be based in or be able to work onsite in Ballyshannon, Ireland.
• Successful completion of all training and Graduation Bay assessments.
• Basic proficiency in the Irish Language (role-specific training provided).
• Ability to remain calm and focused when dealing with distressed callers.
• Quick and accurate typing skills.
• Strict adherence to regulatory obligations and mandatory expressions.

Culture & Benefits

• 25 days annual leave plus bank holidays, with an option to purchase up to 5 additional days.
• Comprehensive health care valued at €1,250 per year.
• Company pension scheme with a 6% company contribution.
• Life Assurance provided from the first day of employment.
• Work-life balance with set shifts and paid overtime opportunities.
• BT home broadband provided or contribution offered where available.