Client:
BT Group
Location:
Job Category:
Other
-
EU work permit required:
Yes
Job Reference:
3105494afd5e
Job Views:
5
Posted:
05.04.2025
Expiry Date:
20.05.2025
Job Description:
What you’ll be doing:
1. Assists in creating value-based relationships with customers to optimise customer service whilst leveraging the BT Group's resource pool, within guidelines and under full supervision.
2. Gathers customer information and performs basic analysis and understands customer needs to provide customer service insight for the efficient management of customer issues.
3. Executes and delivers routine work clearly covered by existing procedures in order to achieve objectives and the vision of the Customer Service team.
4. Handles professionally and effectively with customer contacts, showing resilience and sound decision-making whilst under pressure.
5. Participates in the continuous improvement activities to improve the customer service team processes.
The skills you’ll need:
* Complaint Management
* Information Management
* Communication
* Requirements Analysis
* Continuous Improvement
* Issue Resolution
* Problem Solving
* Billing
* Time Management
* Customer Relationship Management
* Escalation Management
* Technical Support
* Decision Making
* Growth Mindset
* Stakeholder Management
* Inclusive Leadership
Our leadership standards:
Looking in:
Leading inclusively and Safely: I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes: I take the right decisions that benefit the broader organisation.
Looking out:
Delivering for the customer: I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy: I demonstrate strong commercial focus, bringing an external perspective to decision-making.
Looking to the future:
Growth mindset: I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future: I build diverse future-ready teams where all individuals can be at their best.
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 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.
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. We will also offer reasonable adjustments for the selection process if required, so please do not hesitate to inform us.
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.
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