Join Our WhatsApp Channel
Employer: Foundever
Job Title: Customer Service Representative
Location: Remote (United Kingdom)
Salary: £13.21 an hour
Job Type: Flexible
About Foundever
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 an award-winning culture built on 35+ years of industry-leading experience and commitment to improving the employee experience, Foundever improves 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 its people to Create Connection. Value Conversation.
Job Summary
As a Crisis Line Signposting Support Worker, the role serves as the first point of contact for British nationals (or their representatives) in distress abroad. Responsibilities include listening, assessing situations, and signposting callers to the appropriate FCDO emergency services or resources. The 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 Is Required
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
Equal Opportunity Statement
Foundever® is an equal opportunity and Disability Confident employer. Foundever values diversity and is committed to making Foundever® a truly inclusive place to work. It is recognized and embraced that people work in different ways and Foundever will always adapt as much as possible so employees have the best and most comfortable working environment that can be offered.
If adjustments are required during the recruitment process, speak to the recruitment team who will be happy to support. Contact: UKjobs@foundever.com.
Data Protection
The personal data provided in an 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. Data will be retained only for as long as permitted by UK legislation and then destroyed.
How to Apply
If this opportunity interests you, head to the company’s official website for full details — click here to submit your application.
