Customer Service Advisor for Order Management/Repair

15 Sep 2017
13 Oct 2017
Contract Type

Customer Service Advisor

Why this role matters

Fancy catapulting your career to new heights with BT Business & Public Sector Customer Services team?

BT Business and Public Sector is right at the heart of the UK economy providing cutting edge communications and IT services to around 900,000 business customers across the UK and Republic of Ireland. Right now we're looking to grow our team of Customer Service Advisors in Brentwood....these roles will sit within our Customer Help & Support teams, where you will work with the latest technologies and some high profile business customer accounts. You'll join a winning team in a vibrant atmosphere, dealing with incoming contacts from our business customers who have bought BT services and need advice and help with any faults or when they want to make an enquiry about our services

Using your natural ability to build rapport with customers, you'll be curious about our customers business and able to identify opportunities to offer business products and services that will help them, be brave enough to take ownership for problems when they occur and be accountable for providing brilliant service by understanding that each customer is different.

The Customer Help & Support team are focused on responding to Business customers who contact us about faults to their service. We cover 24 hours a day, 365 days a year and have a number of Centres across the UK handling over 30 million contacts from customers a year.

The teams play an important part in delivering a brilliant customer experience from the very smallest to the largest major businesses in the UK. We are located in multiple sites across the UK and Ireland, dealing with customers over the phone or through our e-chat and business app capability. We are flexible to meet customer needs and offer both part time and full time working across a range of shift patterns.

We are focused on having great conversations with all of our customers and aim to resolve their issue or query on their very first contact with us and as well as being able to call us, our customers can use the BT Business App or Livechat to contact us.

What you'll be doing

Working as part of a team, you'll deal with incoming contacts from our customer and by having a great conversation, you will take ownership and get their issue or manage their fault to resolution as quickly as possible. Wherever we can, we aim to always do that with a single contact, getting it right first time. You'll also be looking for every opportunity to make sure that our customers have the best products and services for their business and asking customers what we can do to help their business grow.

We'll also need to see these on your CV:

  • A professional, can do attitude with a natural desire to learn new skills
  • Proven skills in delivering great customer service and resolution excellence
  • Excellent keyboard and PC skills, including navigation of system applications with data input
  • Excellent communications skills, driven by customers' needs and product belief
  • Be a great team player to ensure you and your colleagues achieve team targets

Although not essential, preferably you will have at least 6 months experience in a customer contact centre environment ....but for us, it's more important that you have a passion for delivering excellent customer services, learning new technologies.

Why choose us?

Once you join us at BT, you'll open the door to endless opportunities. Not only will you be joining an ambitious organisation with a welcoming and collaborative culture, but you'll also receive first class training and development. We will motivate you to perform at your very best, help you deliver against your goals and develop your career. Full training for the role will be provided, so you'll quickly get to know our products and services inside out, the systems we use and what you need to do to resolve our customers' issues and queries. We'll also give you specific training on "Great Conversations" to make sure you have the techniques to listen to and engage with our customers and deliver amazing customer service through great conversations. There are opportunities across the organisation to develop your career and we'll work with you to make sure you have support, coaching and learning opportunities. You'll receive regular performance feedback and you'll have clear targets.

On top of the competitive salary of GBP20,976, you'll also receive 22 days annual leave, discounted broadband, mobile and TV offerings, and access to lots of further discounts and a flexible benefits scheme.

There will also be plenty of opportunities to give back to your local community by taking part in our volunteering events, including locally supported charity events. Or you could even organise your own.

At BT, we're creating an inclusive working environment where people from all backgrounds can succeed. Diversity makes sense for us, for our customers and for our future.

We want to make sure that your recruitment experience is the best it can be. If you are selected for an interview, please let us know if there are any adjustments that would be helpful to you.