Emergency Call Answering Services Operator

Why this job matters

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.

As an ECAS Call Operator, you are the first point of contact in emergencies, helping deliver a fast, accurate, and compassionate 999/112 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 2027. 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 doing

• Handling 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 skills

Communication

Continuous Improvement

Problem Solving

Active Listening

Resilience/Adaptability

Skills required for the role

• Ability 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 procedures
• Listen 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.

Benefits

BT Ireland 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