-
Apply Now
-
Please wait...
Start applying with LinkedIn
Service Request Coordinator Expert
Building 31, Budapest, Hungary
Why BT?
We’ve always been an organization 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. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.
Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.
Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things an d pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.
Why Business Unit/Function
Group Business Services lies at the centre of BT’s transformation; enabling the Customer Facing Units (CFUs) and Corporate Units (CUs) it supports to deliver brilliant customer experience effectively and efficiently. The purpose of Contract Delivery Services is to be recognised as a world class delivery organisation supporting the end to end L2C process on behalf of BT’s largest corporate customers, ensuring end to end delivery of service requests, projects and customer billing.
Why this job matters
The role holder will be responsible for end-to-end management of complex service requests and enquiries placed on high complexity, major contracts and for delivering within the required SLA. They are in contact with the customer requestor providing information and updates on Service Request status and contribute to contract performance and revenue, as well as overall customer satisfaction. The Service Request Coordinator Expert is the subject matter expert of an account or of a process area within Service Request Management and provides support to other employees within this area. Role is key to improving win rates and revenue growth in the corresponding accounts.
What you will be doing – your accountabilities
• Accountable for end-to-end timely management for Customer Complex Service Requests according to contract specific TandCs
• Manage pre-defined, complex and contract bespoke service requests through the Service Request Management and Fulfilment process in line with ITIL guidelines
• Keep customer informed throughout the Service Request Management and Fulfilment process and provide standard status reports
• Perform proactive jeopardy management and escalations to ensure adherence to customer SLA
• Identify customer requirements and liaise with other departments within BT and respective contracts or customer, also 3rd parties whenever necessary
• Assign tasks to relevant fulfilling teams for design, costing, delivery, etc. and ensure timely and quality completion of those tasks
• Apply and maintain design and pricing and commercial guidelines and standard work instructions
• Act as Delegate of Authority for commercial approval within agreed guidelines
• Manage Service Request queues and assignment to SR Coordinators
• Update Service Request Management standard systems
• Manage contract specific billing trigger and inventory processes
• Support contract team or other Service Request Management team within area of expertise
• Continuously improve contract specific processes to increase customer satisfaction and profitability
Skills required for the job
• Ability to meet the customer's needs in line with the business requirements
• Ability to comprehend and to systematically organize the various aspects of a problem or situation
• Good knowledge of MS Office Applications
• High level of accuracy
• Excellent commercial sense
• Excellent problem-solving skills
• Ability to work with needs and risks from all stakeholders and negotiating the required outcomes
• Work with a cooperative attitude in group settings to achieve goals
• Strong interpersonal skills
Experience you would be expected to have
• Minimum bachelor's degree and at least 2 years of SR Coordinator Experience
• ITIL Foundation
• Experience in applying Six Sigma / Lean principles and tools
What we offer
Compensation and benefits:
• Attractive salary
• Cafeteria package - HUF 600,000/ year
• Performance-based bonus
• Comprehensive private health care package for all the employees, which can be extended to family members
• Nursery support for mothers returning from maternity
• Extended paternity leave: 10+10 day fully paid days
• Commuting allowance
• Home office allowance
• Employee discount opportunities
• Highly affordable mobile packages for the family as well
Work atmosphere and community:
• New high-class offices both in Budapest and Debrecen
• Wide-range of company and community programmes (including support for different sport activities)
Flexibility:
• Family-friendly culture
• Smart working approach (hybrid working model, 3 together, 2 wherever)
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.
About us
BT Group was the world’s first telco and our heritage in the sector is unrivalled. As home to several of the UK’s most recognised and cherished brands – BT, EE, Openreach and Plusnet, we have always played a critical role in creating the future, and we have reached an inflection point in the transformation of our business.
Over the next two years, we will complete the UK’s largest and most successful digital infrastructure project – connecting more than 25 million premises to full fibre broadband. Together with our heavy investment in 5G, we play a central role in revolutionising how people connect with each other.
While we are through the most capital-intensive phase of our fibre investment, meaning we can reward our shareholders for their commitment and patience, we are absolutely focused on how we organise ourselves in the best way to serve our customers in the years to come. This includes radical simplification of systems, structures, and processes on a huge scale. Together with our application of AI and technology, we are on a path to creating the UK’s best telco, reimagining the customer experience and relationship with one of this country’s biggest infrastructure companies.
Change on the scale we will all experience in the coming years is unprecedented. BT Group is committed to being the driving force behind improving connectivity for millions and there has never been a more exciting time to join a company and leadership team with the skills, experience, creativity, and passion to take this company into a new era.
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 - you may just be the right candidate for this or other roles in our wider team.
-
Apply Now
-
Please wait...
