Business Customer Service Representative - EE Managed Mobile

Job Req ID:  6897
Posting Date:  17-Nov-2022
Function:  EE Contact Centres

Darlington Contact Centre, Darlington, United Kingdom

Salary:  20,000.00

The Job: Business Customer Service Representative - EE Managed Mobile

Our Business Customer Service Representatives are required to deliver excellence in customer service through direct interaction with business customers throughout their lifecycle by responding to customer enquiries in a timely professional manner and through proactive contact and customer management.

You will be required to achieve quality and activity targets which contribute to the overall achievement of customer and business key performance indicators.


You’ll have the following responsibilities

  • Respond to all customer contact in a timely and professional manner, within agreed service levels
  • Interact and build relationships with key internal stakeholders, including but not limited to, Product Managers, Account Managers & Directors, Customer Experience Managers and Service Enablement Specialists
  • Demonstrate ownership and accountability throughout all customer contact, representing EE/BT in the best possible light to the business, customer base and acting as the customer champion
  • Continually review existing managed mobile processes and procedures, always seeking opportunities to improve the efficiency of the team and to enhance the customer experience
  • Understand and interpret customer contracts into day to day processes and utilise that knowledge in handling requests
  • Utilise customer and internal reporting and data, and analyse that data to produce reports, and present the finding if appropriate to customers and internal stakeholders
  • You will also have opportunities to extend your skill set to include:
  • On boarding Managed Mobile customers, including consulting on contractual matters, creating and configuring customer accounts and reviewing customer contracts and statement of requirements
  • Delivering and supporting on customer project roll outs
  • Management of billing for Managed Mobile customers
  • Support for customers of our BT/EE product set


What we are looking for

  • An ability to adapt to and thrive in a fast-paced, dynamic environment
  • Outstanding customer service skills
  • An ability to communicate clearly and professionally both verbally and in writing
  • Problem solving skills, including questioning and diagnostic abilities
  • A proven track record in managing complex customer requests to resolution
  • A demonstrable ability to develop and maintain a network of contacts internally and externally
  • Specialist knowledge in specific areas such as technical, billing, contracts, processes preferred.
  • A proactive, ‘can do’ approach

Wondering what’s in it for you?

Being part of the BT family brings a huge number of benefits including the below:

  • £20,000 salary
  • 25 days’ annual leave (not including bank holidays)
  • Discounted employee broadband
  • World-class training and development opportunities
  • Share option and pension scheme programmes
  • Flexible benefits to fit around you