Overview

Position Title: Customer Service Advisor

Company: BT

Location: Reading, UK

Job Description:

Our mission is to break down the barriers of today to release the potential of tomorrow. Join us today and release yours.
There are two things that we want to share with anyone considering joining us.

Firstly, we’ve got big ambitions for our colleagues and the future of the organisation. These include our vision that inclusion and accessibility drive every conversation we have and every decision we make. We want our workforce to fully represent the communities and customers we serve, because a diverse business is a better business.

Secondly, the one thing the pandemic has taught us is that a lot of current and future colleagues, where and when possible, want to embrace hybrid working. Therefore, we are introducing smart working at BT. Smart working means having the flexibility to choose, as a team, how and where you work depending on your team’s deliverables and needs; when you are at your shared core location to connect with others and when not.

Responsibilities:

  • Protect customers by following correct contact validation procedures and record all customer contacts using correct procedures
  • Resolution of all queries on first contact
  • Attempt to answer and resolve order update queries using Agent Desktop
  • Use simple diagnostic techniques via MGD to identify fault root cause and resolve if you can
  • Book service requests with suppliers such as Openreach/ BT Wholesale, using the correct procedure to ensure it can be actioned right first time
  • Pass complex faults to Tier 2 using the correct procedure to ensure it can be resolved right first time
  • Record all incidents correctly and accurately
  • Resolve simple billing enquiries such as taking payments and setting up direct debits
  • Keep customers informed with timely and relevant information
  • Manage call backs and holding queues
  • Upon requests support customer escalations and complaints by providing accurate insight and taking timely action to resolve issues
  • Question the customer scenarios and use the procedures in place and recognise when to pass complex faults to Tier 2 to ensure it can be resolved right first time.
  • Record all incidents correctly and accurately ensuring good quality insight captured for all customer calls and faults
  • Strong interpersonal skills, knowledge and ability to question the customer in order to determine the correct process to follow

Requirements:

  • Great customer service and resolution skills – a desire to own and sort out customer issues
  • Excellent communications skills, driven by customers’ needs and product belief – be a great team player to ensure you and your colleagues achieve team targets
  • A professional, can do attitude with a natural desire to learn new skills
  • Excellent keyboard and PC skills, including navigation of system applications with data input
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About BT

We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company.
Over the past 180 years we’ve established ourselves as a strong brand capable of achieving great things. We support emergency services and hospitals, keep economies around the world online and secure, and deliver large scale infrastructure for global events such as the London 2012 Olympics