About the role

You’ll be dealing with customers who have raised complaints through various channels and with various stakeholders within BT.You’ll be owning and resolving your customer’s issues, providing the best customer experience possible. Using Great Conversations to provide an effective, efficient and enriching experience at all times.

You will be a single point of contact for the customer right through to full resolution of their issue to restore the customer’s faith in BT, drive customer advocacy and own customers issues through to resolution using your own skills and initiative to deliver a swift resolution to each case, self-managing your work-load, signposting and communicating next steps with customers, other departments and stakeholders. 

The role holder will be a forward and positive thinker, not being afraid to take considered risks. They will be brave and bold on behalf of our customers challenging the ‘status quo’ and working collaboratively within the internal and extended teams, owning and driving efficiencies. 

What you'll be doing

• Building relationships and managing customers through all types of complex and multifaceted issues and ensuring that the BT Brand is protected.
• Delivering high levels of customer experience through the effective use of written and verbal communications at all levels up to including Chief Executive and CEO.
• You’ll provide clear and concise updates to senior stakeholders including next steps and timescales.
• Proactively protecting BT Business’s position and avoiding complaints being escalated to Ofcom and Ombudsman by effectively resolving multiple and complex issues. You’ll do this by working collaboratively across BT Group and using effective decision-making skills.
• Dealing professionally and delivering the highest levels of service to extremely high-profile customers with the ability to influence BT’s perception in the market and brand. For example, Members of Parliament.
• Using commercial thinking to determine the right level of compensation awarded to customers.
• Working across all product sets ranging from BB to complex and multi-faceted orders and proactively seeking knowledge to effectively resolve customer issues.
• Demonstrating a high degree of curiosity when resolving customer issues and effectively identifying opportunities to strengthen business and create additional revenue.
• This includes spotting contingency solutions to keep your customer connected whilst dealing with the issue/complaint.
• Fully owning and resolving orders or customer issues which are in jeopardy.
• You’ll have great communication skills and the ability to have great conversations with Customers, Stakeholders, Partners and other Lines of Business (LOB) in challenging situations and champion the customer experience.
• Setting clear expectations of what happens next on all cases, anchoring realistic expectations with customers.
• You’ll be expected to achieve specified standards across a basket of performance targets both qualitative and quantitative.
• Being available for customers on the inbound call queue and e-mail for the duration of your shift.
• You’ll be able to commit to a fully flexible working shift pattern to match customers’ requirements.
• You need to adhere to BT’s Code of Conduct at all times

What you'll need to succeed

Essential 

• Customer relationship management skills.
• Customer focused mind-set
• Strong communication and stakeholder management skills – both verbal and written
• Time Management.
• Drive for performance and results proactively
• Problem solving and initiating corrective actions
• Able to manage multiple tasks, customers and priorities in a demanding environment.

Desirable

• Experience within business customer operations.
• Experience of customer service in a contact centre environment.
• Experience in managing complex processes and multiple products is preferred.

Our package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle. Your core benefits include:

• Access to an online private GP 24/7 for you and your immediate family 
• Market-leading paid carers leave with up to 2 weeks off 
• Equalised maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme
   

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.