ECAS Operator

Job Req ID: 60488

Posting Date: 22/07/2026

Function:  Service

Location: Ballyshannon

Salary: Competitive

Please note this will be a fixed term contract ending Novemeber 2027.

This is a customer service role and our purpose is to use the power of communication to make a better world. For each other, for our Customers/callers, for society and our communities.

The ECAS Purpose:

To assist and support all activities across the ECAS Management Team to deliver an efficient and effective customer experience.

Provide an exteremly high quality, equal access 999/112 service.

The Republic of Ireland at large depend on the 999/112 serivce provided by BT.

• To be responsible for delivering a high quality service to our Customers/Callers, using a variety of contact methods, first time, every time.
• Take responsibility for ownership and delivery of KPI targets.
• Follow all processes and procedures to ensure accuracy of all information.
• Remaining focused when handling calls to ensure the correct script is followed for each relevant call type – particularly when the call type is changing quickly and frequently.
• Acknowledge the customer and be courteous in my dealings, displaying empathy where appropriate, and managing the contact professionally in both pace and tone.
• To handle and take ownership of customer enquiries, seeking positive inventive solutions to deliver.
• To identify and understand when there is a need to escalate and when to deal.
• Positively welcome coaching and feedback as an opportunity to improve personal and business performance contributing to a culture of continuous improvement.    
• Liaise with other departments to provide flawless delivery.   
• Help others to be successful by sharing best practice.
• Be an ambassador for BT and a role model which supports the business.
• Use initiative to ensure delivery of quality and required performance standards.
• Inform of all relevant information.
• Be adaptable and comfortable with an ever-changing environment, ensuring that all briefings are read and understood – it is the individual’s responsibility to seek help and guidance if anything is unclear.
• Attend Court when required to do so.

• Each stage of training and Graduation Bay is assessed and must be passed to progress to the next stage.
• Complete training in very basic level of the Irish Language specific to the role.
• Listen very carefully.
• Focus on screens throughout all calls and follow instructions as appropriate.
• Remain calm and focused, particularly when dealing with distressed callers, to ensure that their requests are being dealt with effectively and efficiently.
• Strictly adhere to all relevant procedures and mandatory expressions.
• Listen to the expectations of the caller and deliver what you can within the current remit of the product.
• Ensure all regulatory obligations are complied with, where appropriate.
• Ensure information given is accurate.
• Quick and accurate typing

BT Ireland has received accreditation as a “Healthy Place to Work” by the Healthy Place to Work Institute.
Please check out our diversity and inclusion information section to learn about BT Ireland’s passion and commitment to D&I.

• 25 days annual Leave + bank holidays and an opportunity to buy up to five more days every year.
• Comprehensive health care valued at €1,250 per year.
• Company pension scheme, with 6% company contribution.
• Great work life balance, with set shifts and option to avail of overtime. (Average €1,050 overtime paid per year on top of salary).
• Being part of a great team, both locally within ECAS and the wider BT family.
• We also provide Life Assurance from the 1st day of employment.
• There’s also great support for working parents.
• You’ll have the opportunity to buy BT shares.
• Opportunities to do volunteering.
• We also have a subsidised social club.
• BT home broadband provided where available or contribution if not. 

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good.  Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers. 

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country.   Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.