Customer Service – 999 / Emergency Call Handling

CV-Library • Manchester, Greater Manchester • 1h ago

Location: Manchester City Centre (M2) Salary: £32,000 per annum Contract: Permanent | Full-time | On-site | 24/7 shift system

This is not a typical customer service role.

We’re recruiting for a Customer Service – 999 position within a safety-critical, real-time operations environment at the forefront of transport technology. You’ll be the calm, decisive voice supporting live incidents where judgement, clarity and composure genuinely matter.

If you’ve worked in 999, emergency call handling, control rooms, dispatch, or high-pressure customer service, this is a chance to do something different without losing the sense of purpose.

What you’ll be doing

Handling live emergency and incident-related calls
Providing real-time guidance during complex and unusual situations
Supporting vehicles through restricted routes, obstructions and unexpected scenarios
Monitoring behaviour and intervening where safety could be compromised
Making fast, balanced decisions under pressure
Communicating clearly in dynamic, high-stakes environments
Reviewing incidents to improve future responses

What we’re looking for

Minimum 1 year’s experience in 999, emergency call handling, control room, dispatch or similar high-pressure customer service
Strong de-escalation and decision-making skills
Calm, composed and detail-focused under pressure
Confident communicator with a safety-first mindset
Comfortable using multiple systems and adapting to new technology
Full UK driving licence with 3+ years’ driving experience and a clean record
Flexibility to support a 24/7 operation, including nights and bank holidays