Telephonist

1

**Location(s)**: Central London, with travel to our business continuity site as required.

**Working Pattern**: Shift pattern consisting of a 10-week revolving rota. Day shifts are 10-hour days while nights are either 13 or 14 hours, for an average of 41 hours per week. The team provides a 24/7 service, 365 days per year. Due to the nature of the role, part-time or flexible working isn’t possible.

**About Us**

We’re MI6, also known as SIS. Our mission is to protect the security and economic wellbeing of the UK from overseas threats such as regional instability, terrorism, and cyber-attacks. Working across the globe and in close partnership with MI5 and GCHQ, we help the Government to counter these threats through the provision of secret intelligence. A role in MI6 will see you providing vital support to this work, within a supportive and encouraging environment that puts the emphasis on teamwork.

**The Role**

As a Telephonist, you’ll join our friendly, dedicated team providing a vital 24/7 service, 365 days per year. You’ll be assigned on a ten-week revolving shift pattern planned one year in advance. Due to the nature of the role, part-time or flexible working isn’t possible.

As the first point of contact for MI6, you’ll provide a professional, friendly service as you gather and maintain staff information and contact details while liaising with internal and external customers. On an average day, you may be handling a large volume of calls from users based within the UK and overseas, from multiple organisations.

This is primarily a switchboard answering service, though you may occasionally be asked to travel to other locations as part of the role. No overseas travel will be required. You’ll operate as part of a close-knit supportive team taking information from colleagues based overseas or working with UK and foreign partners. Together, you’ll contribute to the smooth delivery of our vital communications, while gaining a unique insight into various teams and the work we do to keep the UK safe.

**About You**

You might already have previous customer service, switchboard or telephony experience; however, this isn’t essential as we’ll provide six months’ training for you. Importantly, you will need a minimum of maths and English at GCSE (or equivalent), as well as a full driving licence with no more than 6 points.

You’ll be comfortable working in a busy environment, which can sometimes be challenging. Your methodical approach and ability to work calmly at peak periods will be an asset to you in this role.
Customer service is key, so you’ll listen carefully to incoming information and demonstrate interpersonal and communication skills as well as responding in a clear, composed manner. Self-motivated and proactive, you’ll prioritise work and show flexibility in response to change. And of course, you’ll enjoy being part of a friendly team providing essential business support.

**Training and Development**

You’ll receive a full induction to MI6 as well as a six months’ training for this specific role. This is in addition to ongoing training opportunities throughout your time with us. You’ll also be assigned a mentor, who’ll provide advice and guidance to help you settle into life at MI6. We recognise exceptional work, and we’ll also provide performance reviews to ensure you’re getting the support you need to maximise your potential.

**Rewards and Benefits**
- You’ll receive a starting salary of **£32,421 plus 43.83% Shift Disturbance Allowance of £14,210 and a £3,050 Recruitment Retention Allowance.**
Plus, other benefits including:
- 25 Days Annual Leave automatically rising to 30 days after 5 years' service, and an additional 10.5 days public and privilege holidays
- Opportunities to be recognised through our employee performance scheme
- Interest-free season ticket loan
- Excellent pension scheme
- Cycle to work scheme
- Facilities such as a gym, restaurant and on-site coffee bars (at some locations)
- Paid parental and adoption leave.

**Equal Opportunities**

Find out more about our culture, working environment and diversity on our website.

**We’re Disability Confident**
- Have the required minimum qualifications.
- Pass the initial sift.

**What to Expect**

Our recruitment process is fair, transparent, and based on merit. Here is a brief overview of each stage, in order:

- Application sift, looking at your motivation for the role and the organisation.
- Assessment Centre, including documents check and a HR interview.
- If successful, you will receive a conditional offer of employment.

**Before You Apply**

To work at MI6, you need to be a British citizen or hold dual British nationality. You can read our full eligibility criteria here.

This role requires the highest security clearance, known as Developed Vetting (DV). It’s something everyone in the UK Intelligence Community undertakes. You can find out more about the vetting process here.