Job Description
Client Service Specialist
Req ID:  55293
Posting Start Date:  13/04/2026
Job Function:  Service
Division:  UK Business
Job Location:  GBR Cardiff 3 Capital Quarter
Advertised Salary:  Competitive

Job Req ID: 55293

Posting Date: 13th April 2026

Function:  Service

Location: Cardiff

Salary: Competitive 

About the role

As a Client Service Specialist, you’ll act as a trusted advisor to customers, helping align their operational needs with BT’s products and services to support agreed business outcomes. Working closely with the account team, you’ll engage with mid to senior operational stakeholders to address service issues, coordinate resources, and deliver service improvement plans. You’ll also apply Service Management best practices and governance to support consistent delivery and positive customer experiences.

 

Please note you must either hold or be eligible for SC (Security Clearance) for this role, which will require a minimum of 5 years working history in the UK to be eligible. 

What you’ll be doing

  • Work with the account team to support strategic initiatives, contributing customer insight into operational and service design to align solutions with customer needs.

  • Engage with mid to senior stakeholders, communicating clearly and working accountably to build confidence, shared understanding, and agreed outcomes.

  • Create, manage, and deliver Service Improvement Plans, identifying factors affecting customer experience or KPIs and working with relevant teams to support positive change.

  • Coordinate across internal teams and specialist functions to escalate and resolve issues, manage risks, and support consistent service delivery within a matrix environment.

  • Monitor service performance and customer experience, contributing to continuous improvement through effective communication, collaboration, and the use of Service Management practices.

What we'd like to see on your CV

  • Experience working within service or delivery organisations, supporting customer outcomes through effective stakeholder engagement and escalation management.

  • Ability to consult with customers to understand business objectives and operational needs, contributing solutions that align services with customer expectations.

  • Clear written and verbal communication skills, with experience engaging mid to senior stakeholders and presenting information in an accessible way.

  • Experience using Service Management practices (such as ITIL) to support governance, service improvement planning, and consistent delivery.

  • Ability to analyse information, contribute to continuous improvement initiatives, and apply project or delivery methods to support positive customer and service outcomes.

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:

•    10% on target annual bonus
•    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 
•    Equalized 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.

 

Flexible Working
This role offers a 3 together, 2 wherever working model. This means you are required to be at your contractual location 3 days a week with 2 flexible days per week. 

 

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.

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.