Customer Service – 999 / Emergency Call Handling
- Field: Customer Services
- Deadline: 2026-03-25 12:03
- Manchester, Greater Manchester
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
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Handling live emergency and incident-related calls
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Providing real-time guidance during complex and unusual situations
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Supporting vehicles through restricted routes, obstructions and unexpected scenarios
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Monitoring behaviour and intervening where safety could be compromised
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Making fast, balanced decisions under pressure
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Communicating clearly in dynamic, high-stakes environments
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Reviewing incidents to improve future responses
What we’re looking for
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Minimum 1 year’s experience in 999, emergency call handling, control room, dispatch or similar high-pressure customer service
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Strong de-escalation and decision-making skills
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Calm, composed and detail-focused under pressure
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Confident communicator with a safety-first mindset
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Comfortable using multiple systems and adapting to new technology
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Full UK driving licence with 3+ years’ driving experience and a clean record
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Flexibility to support a 24/7 operation, including nights and bank holidays
What’s on offer
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£32,000 salary
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Private medical, dental, life insurance & income protection
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Company pension
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28 days’ holiday plus Birthday Leave
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Referral incentive scheme
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A genuinely meaningful role contributing to the future of transport safety
Interested?
Apply now or get in touch for a confidential conversation before applying
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