Recruiter: Krystle James 

Hiring Manager: Darren Holder 

Career Grade: TM 3

Internal Closing Date: 02/10/23

Why this job matters

Business Operations is responsible for ensuring the highest possible level of service performance at all points of customer contact. The Business Customer Service Representative will achieve targets whilst ensuring a ‘Wow’ customer experience.

What you'll be doing

• Respond to incoming customer calls & emails in a timely and professional manner, within agreed service levels.
• Conduct pro-active calls and call backs in a timely and professional manner.
• Complete customer requests for new/additional services according to business rules and processes, within defined service levels and accuracy targets, to ‘get it right first time’ and avoid repeat calls/follow up/corrective actions and billing accuracy targets
• Demonstrate ownership and accountability throughout all customer contact, representing Everything Everywhere in the best possible light to the business customer base and acting as the customer champion within Everything Everywhere.
• Achieve personal targets for activity volumes, schedule adherence, call work/hold, adherence to process and business rules and personal attendance to contribute to team business efficiency targets.

This role is based in London only. Office based requirements.

Essential Skills

• Any Mobile Knowledge
• Any Telecoms Knowledge
• Customer Service Skills
• Face to Face contact with customers
• Problem Solving, and providing solutions
• Time Management

What we'd like to see on your CV

• Ability to understand and interpret customer contracts into day to day processes and utilise that knowledge in handling requests.
• Experience with utilising customer and internal reporting and data, and analysing that data to produce responses or to support in resolving queries.
• Ability to take responsibility for your own development, working with your Team Leader to create an ongoing personal development plan, highlighting areas for development and being proactive in fulfilling any development needs.

Benefits

At BT, we entertain, educate and empower millions of people every single day. We’re a brand built on connecting people – whether that’s friends, family, businesses or communities. Working here, you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration and inclusivity, that takes a genuine and proactive interest in your progress and development. Benefits of working for BT include:

• Competitive salary
• 22 days’ annual leave (not including bank holidays
• World-class training and development opportunities
• Discounted employee broadband, mobile and TV packages
• Share option and pension scheme programmes
• Flexible benefits to fit around you

BT is an equal opportunities employer. We’re working hard to create an inclusive working environment, where people from all backgrounds can succeed. We want to make sure your recruitment experience is the best it can be – so, if you’re selected for an interview, please let us know if there’s any adjustments we can make that would be helpful for you.

#LI-Onsite

With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.

We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.

A FEW POINTS TO NOTE:

Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.

DON'T MEET EVERY SINGLE REQUIREMENT?

Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.