Customer Service Representative 1

About Us

As a global leader in end-to-end customer experience (CX) products and solutions, Foundever partners with the world’s best-loved brands, from Fortune 500 companies to local start-ups, to design, build and deliver a competitive edge across all customer touch points.

With our award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, we improve business results by pairing innovative design thinking and digital solutions – including self-service, artificial intelligence (AI), automation and data-driven analytics – with the expertise, emotion and empathy of our people to Create Connection. Value Conversation.

Job Summary

As a Crisis Line Signposting Support Worker, you will be the first point of contact for British nationals (or their representatives) in distress abroad. You’ll listen, assess the situation, and signpost callers to the appropriate FCDO emergency services or resources. Your role is vital in ensuring urgent cases receive the right support, fast.

Remote; Work from home (Must be close to site)

Pay; £13.21 per hour

Shifts; 6pm-12am or 4am-8am or 12am - 08am (Monday-Sunday)

Start Date; ASAP

Contract; Temporary

Key Responsibilities:

• Answer incoming calls to the FCDO Crisis Line with professionalism and empathy
• Quickly assess the nature of the emergency (e.g., arrest, serious illness, death, crime, lost passport, kidnapping, terrorism, or natural disaster)
• Signpost callers to the correct FCDO consular support or direct them to the nearest embassy, high commission, or consulate
• Clearly explain what the FCDO can and cannot do in crisis situations
• Accurately record call details and escalate urgent cases as needed
• Maintain confidentiality and handle sensitive information appropriately

What We’re Looking For:

• Excellent communication and listening skills
• Ability to remain calm and focused in high-pressure situations
• Strong judgement and problem-solving abilities
• Experience in customer service, helpline, or crisis support roles (desirable)
• Willingness to work shifts, including nights, weekends, and public holidays
• Commitment to providing non-judgemental, compassionate support

Foundever® is an equal opportunity and Disability Confident employer. We value our diversity and we’re committed to making Foundever® a truly inclusive place to work. We recognized and embrace that people work in different ways and we’ll always adapt as much as possible so you have the best and most comfortable working environment that we can offer.

If you need us to make any adjustments to our recruitment process, speak to our recruitment team who will be happy to support you. You can reach us at [email protected].

The personal data you provide in your application, and as part of the recruitment process, will only be held and processed for the purpose of the selection process of Foundever and in connection with any subsequent employment or placement, unless otherwise indicated. Your data will be retained only for as long as it permitted by UK legislation and then destroyed.